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HDI Help Desk Manager Sample Questions:

1. What is a best practice for establishing effective relationships with other parts of the service organization?

A) Maximal personal benefits
B) There is no single best way
C) Treat others as you would like to be treated.

2. What are three reasons that companies institute security programs? (Choose three)

A) loss potential
B) legal mandate
C) corporate responsibility
D) lower costs

3. What are three characteristics of performance measurement? (Choose three)

A) realistic
B) objective
C) subjective
D) reliable
E) inflexible

4. What is a key principle of negotiation with customers?

A) Determine the customer's underlying need and seek a mutually beneficial solution.
B) Seek a solution that aligns with support center policies and processes.
C) Stick to the facts and ignore the customer's emotions.
D) Focus on the individual rather than on the resolution.

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

Solutions: