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HDI Help Desk Manager Sample Questions:
1. What is a best practice for ensuring that you are continuously learning?
A) Swap jobs with colleagues in other departments.
B) Create an individual development plan for yourself.
C) Go to industry shows every month.
D) Solicit Web site recommendations from colleagues.
2. What are three benefits of mentoring programs? (Choose three)
A) They help retain personnel with optimal skills.
B) They help team members develop strategic vision statements.
C) They help team members improve
D) They allow team members potential growth opportunities.
3. Which three statements about effective inter-departmental relationships are true? (Choose three)
A) Management responsibilities are shared
B) Other departments are supported even when they make a mistake
C) You treat people in your organization as they were your customer
D) Information is shared among departments within your organization
4. What is the primary difference between incident management and problem management?
A) Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.
B) Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.
C) problemmanagment prevents customers from calling;incident management handles calls when customers do call.
D) Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.
5. What should the Help Desk consider when working with different customers?
A) All customers are unique individuals with their own perceptions
B) All customers consider their problem to be an emergency
C) Customers who work for the same company have similar expectations
D) All customers have similar expectations regarding quality service
Solutions:
Question # 1 Answer: B | Question # 2 Answer: A,C,D | Question # 3 Answer: B,C,D | Question # 4 Answer: B | Question # 5 Answer: A |