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HDI Help Desk Manager Sample Questions:

1. When marketing a support center, what should be clearly communicated to stakeholders?

A) STAFFING REQUIREMENTS
B) RETURN ON INVESTMENT
C) INFRASTRUCTURE REQUIREMENTS
D) IMPLEMENTATION TIMELINES

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

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

3. You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)

A) Systemare more stable and mature.
B) Customers are better trained
C) Overall business/workforce is reduced.
D) Customers are more experienced
E) Business functions are outsourced

4. Which three actions can you take to reduce the risk of customer conflict? (Choose three)

A) do not interrupt
B) let the customer vent
C) change the tone in your voice
D) be respectful
E) change your rate of speech

5. What should analysts do to ensure that a shared work environment is effective?

A) use discretion and courtesy
B) play music to reduce stress levels
C) allow employees to adjust their workstations to meet their personal needs
D) make the environment as comfortable as possible with pictures and colors

Solutions: