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HDI Help Desk Manager Sample Questions:

1. If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the_______

A) employee's colleagues
B) manager
C) employee
D) Human Resources Director.

2. What is the most likely benefit of implementing an organizational change management process?

A) A change management process prevents unpopular changes from being made.
B) A change management process improves the productivity of customers.
C) A change management process ensures that all changes will be successful.
D) A change management process eliminates the damage created by unnecessary changes.

3. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the customer is threatening to take the issue higher.
B) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
C) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
D) Taking risks is appropriate if the risk is directly connected to service delivery.

4. What is deductive reasoning based on?

A) Logical steps and analysis
B) Future trends prediction
C) a general consensus of opinion
D) Internet research

5. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A) Recognize and reward the individual who handles the most calls
B) Publish a list of agents ranked by who has the most talk time
C) Recognize and reward the individual who has the least "notavailable"time.
D) Publish trend reports for the group as a whole

Solutions: