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HDI Help Desk Manager Sample Questions:

1. What should you use to define a Help Desk's role in an organization?

A) vision and mission statement
B) job descriptions
C) goals and objectives
D) development plans

2. Who is the most effective advocate for raising awareness of a support center in a business?

A) team leaders
B) middle management
C) senior management
D) first-line supervisors

3. What is the primary role of the support center in most organizations?

A) The primary role of the support center is to provide technical support services to executives.
B) The primary role of the support center is to ensure that metrics are maintained and distributed.
C) The primary role of the support center is to make sure that all service levels are met.
D) The primary role of the support center is to be a strategic asset to the organization it serves.

4. What are two roles of expert systems in Help Desk applications? (Choose two)

A) to provide assistance to second-level analysts for more advanced troubleshooting
B) to provide Help Desk analysts with answers to every customer question:
C) to narrow the typepf problem and suggest resolutions
D) to provide a direct channel to vendor's marketing departments for new systems

5. What must be included in an IT change management process?

A) Any cross-cultural communication issues must be addressed.
B) The service level agreement must be modified to include the change.
C) The support center must commit to the change even if it fails.
D) The possible risks of the proposed change must be assessed.

Solutions: