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HDI Help Desk Manager Sample Questions:

1. What is a best practice for ensuring that performance improves over time?

A) Develop programs that award initiative and hard work.
B) Install customer self-service packages.
C) Avoid setting goals that will create stress for your team.
D) Set easily attainable goals to reassure your team.

2. What is the most likely benefit of implementing a knowledge management system in a support center?

A) Implementing a knowledge management system allows the support center to cut back on its hours of operation.
B) Implementing a knowledge management system promotes competition among support teams.
C) Implementing a knowledge management system keeps ownership of knowledge in the support center.
D) Implementing a knowledge management system reduces the time needed to train new employees.

3. What are three functions of an effective support organization in managing unresolved support issues? (Choose three)

A) recording unresolved issues
B) monitoring unresolved issues
C) escalating unresolved issues
D) communicating the status of issues
E) resolving customer issues

4. Customer satisfaction surveys provide feedback on ____(Choose two)

A) how well you are fulfilling your mission
B) your Help Desk's performance
C) corporate directives
D) how to create levels of service that are negotiated and standardized

5. What is the best description of organizational change management?

A) Organizational change management is a strategic, integrated management system for achieving customer satisfaction.
B) Organizational change management is a process designed to influence variables associated with change to achieve desired results.
C) Organizational change management is the analysis of activities to reduce or eliminate certain activities or costs.
D) Organizational change management is a standard that guides development activities.

Solutions: