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HDI Help Desk Manager Sample Questions:

1. What is the primary benefit of having security policies in a support center?

A) Security policies limit Internet access for all of the company's employees.
B) Security policies allow the support center to stay open later.
C) Security policies protect the company in the event of data loss.
D) Security policies ensure that customers cannot carry out illegal transactions.

2. Which analysis report helps a manager determine the need for additional organizational skill development?

A) gap analysis
B) project analysis
C) job analysis
D) analyst analysis

3. After assessing the need for organizational development, which statement best explains what a manager must do?

A) trend and report the change
B) implement and review the new change
C) plan and implement the change
D) delegate and assign new tasks

4. 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

5. What is a best practice for staying current on trends and technologies in the support industry?

A) Subscribe to leading support industry publications.
B) Schedule a meeting with your chief information officer to ask question:s.
C) Find articles that describe the support industry.
D) Seek the advice of people who are knowledgeable about the industry.

Solutions: