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HDI Help Desk Manager Sample Questions:

1. Service Level Agreement document the level of service provided as well as the level at which service is provided by which two parties? (Choose two)

A) service provider
B) customer
C) stake holder
D) Help Desk manager
E) Service-level managers

2. What is the best way to prepare your support center to take international calls?

A) Interview each analyst to determine whether your analysts want to take international calls.
B) Find ways to hire analysts that speak all of the languages that will require support services.
C) Ask management for budget money to train all of your analysts in the languages that will be required by the project.
D) Use industry best practices as a benchmark and study other groups that provide similar support services.

3. Who is the most effective advocate for raising awareness of a support center in a business?

A) first-line supervisors
B) team leaders
C) senior management
D) middle management

4. Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem solving abilities? (Choose three)

A) experience
B) specialization knowledge in a discipline
C) formal education
D) intelligence

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

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

Solutions: