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HDI Help Desk Manager Sample Questions:

1. An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)

A) encourage positive perspective within teams
B) encourage others to be creative
C) encourage participation
D) encourage others to take initiative

2. Which statement best describes IT configuration management?

A) IT configuration management controls the support center's hardware.
B) IT configuration management restricts the improper use of software.
C) IT configuration management is a comprehensive IT library.
D) IT configuration management is lifecycle management for IT equipment.

3. How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?

A) It automatically exchanges accurate and useful information.
B) It automatically solves customer problems.
C) It eliminates the need for training Help Desk analysts.
D) It eliminates the need for monitoring call volume.

4. Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

A) analyst focus groups
B) analyst training
C) analyst interviews
D) analyst reviews

5. To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?

A) integral
B) confidential
C) moral
D) substantial

Solutions: