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HDI Help Desk Manager Sample Questions:

1. Service Level Agreement document the level of service provided as well as the level at which service is provided by which two parties? (Choose two)

A) Help Desk manager
B) stake holder
C) customer
D) service provider
E) Service-level managers

2. What is the best way to prepare your support center to take international calls?

A) Use industry best practices as a benchmark and study other groups that provide similar support services.
B) Find ways to hire analysts that speak all of the languages that will require support services.
C) Interview each analyst to determine whether your analysts want to take international calls.
D) Ask management for budget money to train all of your analysts in the languages that will be required by the project.

3. What is the best description of a critical thinker?

A) A critical thinker expresses sympathy to meet the needs of customers.
B) A critical thinker critiques in order to redesign and remodel.
C) A critical thinker leverages intuition appropriately.
D) A critical thinker is able to discover weaknesses and risks.

4. What is a best practice for managing risks and uncertainties?

A) Manage strengths, weaknesses, opportunities, and threats.
B) Refer to published service level agreements.
C) Seek advice from your coworkers.
D) Make decisions based upon intuition.

5. When marketing a support center, what should be clearly communicated to stakeholders?

A) INFRASTRUCTURE REQUIREMENTS
B) RETURN ON INVESTMENT
C) IMPLEMENTATION TIMELINES
D) STAFFING REQUIREMENTS

Solutions: