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HDI Help Desk Manager Sample Questions:

1. What system allows you to view Key Performance Indicators in real time?

A) Computer Telephony Integration (CTI)
B) SETI
C) CTE
D) PKI

2. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A) meet regularly with focus groups and team members to evaluates past performances.
B) meet regularly with stakeholders to determine training gaps
C) be active in the implementation plan for new products
D) be prepared to add staff should a new service fail

3. Which statement best describes IT configuration management?

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

4. What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three)

A) develop interests outside of work to provide a stress-free zone
B) identify trends in service, and then develop resources to meet those trends
C) concentrate on common goals during times of disagreement
D) create a personal network of advisors with whom you can share problems and concerns.

5. Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

A) use of visual status boards
B) access to computer telephony technologies
C) specific statement of performance expectations
D) empowerment from management

Solutions: