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HDI Help Desk Manager Sample Questions:

1. Which technology reduces Help Desk call volumes?

A) voice mail
B) e-mail
C) telephone
D) self-service

2. What is the most important part of creating and delivering presentations?

A) Use cutting edge and visually impressive presentation media.
B) Include microscopic details in your presentation materials.
C) Direct the presentation to the most important attendees.
D) Focus on the content and the message of the presentation.

3. In which three ways should you provide direction and focus during ambiguous or chaotic circumstances? (Choose three)

A) demonstrate knowledge, use and understanding of new team problem management
B) sympathize with team members and leverage your presence to help provide clarity
C) provide an environment in which team members can experience a sense of continuity and control in their work lives.
D) create a communication hub so that people can get accurate information

4. Which three methods clarify understanding of organizational missions, strategies, strengths, weakness, and capabilities? (Choose three)

A) consistent and high-impact feedback to team members
B) round-table meetings with employees
C) interview with key stakeholders, customers, and leaders
D) focus groups

5. What should you consider when performing workforce scheduling and resource planning? (Choose three)

A) the need to identify required staffing based on projected volume
B) insourcing and outsourcing procedures
C) the random nature of call arrival patterns
D) how to project future workloads based on past request arrival patterns

Solutions: