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HDI Help Desk Manager Sample Questions:

1. What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?

A) Customer management system
B) Remote control
C) Automatic call distributor
D) Personal digital assistant

2. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) produce individual and team performance reports
B) seek feedback from the analysts on job difficulties
C) demonstrate your commitment to the organization
D) take the time recruit and hire new employees

3. What is the most common disadvantage of IT configuration management programs?

A) IT configuration management programs do not meet customers' needs.
B) IT configuration management programs are labor intensive.
C) IT configuration management programs are prohibitively expensive.
D) IT configuration management programs have a low return on investment (ROI).

4. What must be included in an IT change management process?

A) The support center must commit to the change even if it fails.
B) The possible risks of the proposed change must be assessed.
C) The service level agreement must be modified to include the change.
D) Any cross-cultural communication issues must be addressed.

5. What is the benefit of outsourcing compared to insourcing?

A) lower capital cost for equipment and systems
B) greater control of support resources
C) improved average speed of answer
D) improved quality

Solutions: