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HDI Help Desk Manager Sample Questions:

1. What should you use to define a Help Desk's role in an organization?

A) job descriptions
B) vision and mission statement
C) goals and objectives
D) development plans

2. What is the best way to prepare your support center to take international calls?

A) Ask management for budget money to train all of your analysts in the languages that will be required by the project.
B) Find ways to hire analysts that speak all of the languages that will require support services.
C) Interview each analyst to determine whether your analysts want to take international calls.
D) Use industry best practices as a benchmark and study other groups that provide similar support services.

3. Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two)

A) web
B) Call Management Systems
C) telephone
D) Broadcast messaging devices
E) e-mail

4. What are two ways to understand and value cultural difference ? (Choose two)

A) study the business practices in relation to the mission statement
B) take a course in cross-cultural studies
C) study the business practices of successful multinational business
D) take a course in business administration

5. Which two techniques are effective in preventing or eliminating customer conflict? (Choose two)

A) empathizing with the customer during problem resolution
B) instructing the customer in problem resolution
C) matching voice modulation with the customer
D) maintaining normal voice modulation with the customer

Solutions: