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HDI Help Desk Manager Sample Questions:

1. Who is primary responsible for creating a positive work environment?

A) Human Resources
B) managers
C) executive
D) everyone

2. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) potential business growth
B) reduced resolution rates
C) improved employee morale
D) timely call avoidance

3. What is the primary purpose of problem management?

A) The primary purpose of problem management is to reduce the number of incidents.
B) The primary purpose of problem management is to resolve incidents quickly.
C) The primary purpose of problem management is to restore normal service.
D) The primary purpose of problem management is to eliminate the cause of incidents.

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

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

5. What is the best description of multitasking in a support center?

A) Multitasking is managing the support center without help from your team.
B) Multitasking is taking as many calls as possible with the fewest number of analysts.
C) Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
D) Multitasking is dealing with incidents and problems simultaneously.

Solutions: