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HDI Help Desk Manager Sample Questions:

1. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the risk is directly connected to service delivery.
B) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
C) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
D) Taking risks is appropriate if the customer is threatening to take the issue higher.

2. What destroys the reputation of the Help Desk and ruins the integrity of the company?

A) poor business plans
B) poor problem resolution
C) poor flexibility
D) poor confidentiality

3. What best describes the support center's responsibility in the release management process?

A) The support center is responsible for technically evaluating all new releases.
B) The support center is responsible for making sure that customers always have the newest equipment and software.
C) The support center is responsible for installing new hardware and software for its customers.
D) The support center is responsible for ensuring that each release is tested and conducted according to the release policy.

4. How can you motivate others to seek guidance?

A) provide incentives that are challenging yet attainable
B) Evaluate performance of team members and provide support to facilitate optimum performance
C) use personal visits as an opportunity for employee feedback, support, and mentoring
D) emphasize changing behaviors rather than people

5. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A) application requirements
B) staffing requirements
C) historical requirements
D) scheduling requirements

Solutions: