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HDI Help Desk Manager Sample Questions:
1. What is the most common disadvantage of IT configuration management programs?
A) IT configuration management programs are labor intensive.
B) IT configuration management programs are prohibitively expensive.
C) IT configuration management programs have a low return on investment (ROI).
D) IT configuration management programs do not meet customers' needs.
2. What is deductive reasoning based on?
A) Future trends prediction
B) Internet research
C) Logical steps and analysis
D) a general consensus of opinion
3. What is the best description of multitasking in a support center?
A) Multitasking is taking as many calls as possible with the fewest number of analysts.
B) Multitasking is managing the support center without help from your team.
C) Multitasking is dealing with incidents and problems simultaneously.
D) Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
4. What is a best practice for managing risks and uncertainties?
A) Refer to published service level agreements.
B) Seek advice from your coworkers.
C) Manage strengths, weaknesses, opportunities, and threats.
D) Make decisions based upon intuition.
5. To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?
A) substantial
B) confidential
C) moral
D) integral
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |






