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HDI Help Desk Manager Sample Questions:

1. When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

A) the Average Speed of Answer
B) the quality of the data
C) the Abandonment Rate
D) the resolution of the problem

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

A) Implementing a knowledge management system reduces the time needed to train new employees.
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 allows the support center to cut back on its hours of operation.

3. Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)

A) e-mail
B) instant messenger
C) overnight express mail
D) white boards
E) voice mail

4. What should you use to define a Help Desk's role in an organization?

A) development plans
B) job descriptions
C) vision and mission statement
D) goals and objectives

5. What is the best reason for having security policies in a support center?

A) Security policies are required by IT management.
B) Security policies ensure that security is everyone's concern.
C) Security policies protect the company and its customers from unauthorized access.
D) Security policies safeguard the support center's staff from liability.

Solutions: