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

2. What should the Help Desk manager do to be a good listener? (Choose three)

A) note the speaker's non-verbal cues
B) re-interpret the message based on external input
C) carefully craft your responses to question:s
D) insert personal experiences into the conversation
E) make an effort to hear precisely what is being said.
F) be sensitive to the feelings of the speaker

3. What are three common problems when supporting global customers? (Choose three)

A) Global network downtime occurs frequently.
B) Problems are not communicated clearly.
C) Different technologies are found in different countries.
D) Service expectations vary from country to country.

4. What is the most likely benefit of implementing a knowledge management system in a support center?

A) Implementing a knowledge management system keeps ownership of knowledge in the support center.
B) Implementing a knowledge management system reduces the time needed to train new employees.
C) Implementing a knowledge management system allows the support center to cut back on its hours of operation.
D) Implementing a knowledge management system promotes competition among support teams.

5. When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

A) notify the customer community
B) escalate the problem
C) provide updates on the resolution status
D) direct all calls to voice mail

Solutions: