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HDI Help Desk Manager Sample Questions:

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

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

2. What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)

A) promote information sharing and learning
B) put procedures in place for screening potential ideas.
C) put processes in place for encouraging creativity
D) Require a formal plan before consideration of new ideas.
E) Prevent open discussions of new technologies at work.

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

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

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

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

5. What are three characteristics of performance measurement? (Choose three)

A) objective
B) inflexible
C) realistic
D) reliable
E) subjective

Solutions: