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HDI Help Desk Manager Sample Questions:

1. What is a best practice for retaining valuable members of your team?

A) Let the members of your team figure out the job for themselves.
B) Provide your employees with a clear career path.
C) Pay less than the industry average for the position.
D) Avoid criticizing the members of your team.

2. Which function is most likely to be performed by a self-healing tool?

A) Self-healing tools shut down computer systems.
B) Self-healing tools delete illegal software.
C) Self-healing tools run auto backups.
D) Self-healing tools update registry settings.

3. What is the best description of a briefing?

A) A briefing is a one-on-one meeting with an employee.
B) A briefing is a written update to senior management.
C) A briefing is a short meeting used to communicate status updates.
D) A briefing is a team meeting that is held regularly.

4. Which two items should you consider before making Help Desk operational decisions? (Choose two)

A) personal preference
B) employee opinion
C) cost versus benefit
D) implications to other business units.

5. Which commonly used technology supports workflow management within a Call Management System?

A) voice mail
B) automated alerts
C) fax
D) broadcast messaging devices

Solutions: