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HDI Help Desk Manager Sample Questions:

1. Which three statements about contract staffing are true? (Choose three)

A) It enhances teamwork
B) It provides the ability to manage periodic peaks in workloads
C) It allows the company to "try before they buy"
D) It can reduce the time it takes for agents to be effective on the phone.

2. What is the primary difference between incident management and problem management?

A) Problem management prevents customers fromcalling ;incident management handles calls when customers do call
B) Problem management is focused on helping customer; incident management is focused on processes and procedures.
C) Problem management finds and eliminates the underlying causes of incidents; incident management resolves incidents as quickly as possible.
D) Problem management deals with conflicts within service level agreement; incident management is independent of the service level agreement.

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

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

4. What destroys the reputation of the Help Desk and ruins the integrity of the company?

A) poor confidentiality
B) poor business plans
C) poor problem resolution
D) poor flexibility

5. Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)

A) involve model team members in the interview and selection process
B) review your team's structure for opportunities to leverage the skill mix
C) review salary expectations in relation to departmental constraints
D) perform a job analysis to determine the required skills and temperament.

Solutions: