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Bearable cost

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HDI Help Desk Manager Sample Questions:

1. What contributes most to creative and effective problem solving?

A) standard resolutions
B) education
C) technical training
D) practice

2. What is the most important part of creating and delivering presentations?

A) Include microscopic details in your presentation materials.
B) Focus on the content and the message of the presentation.
C) Use cutting edge and visually impressive presentation media.
D) Direct the presentation to the most important attendees.

3. Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current practice" they are using?

A) gap analysis
B) analyst reviews
C) stat reviews
D) regional trend analysis

4. Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

A) Customer Relationship Management
B) Interactive Voice Response
C) Automatic Call Distributor
D) Intra-monthly Monitoring System
E) Extra-diem Reporting Application

5. What should be clearly communicated to stakeholders when marketing a support center?

A) the support center's infrastructure requirements
B) the support center's implementation timelines
C) the support center's effect on operational productivity
D) the support center's staffing requirements

Solutions:

Question # 1 Answer: D

Question # 2 Answer: B

Question # 3 Answer: A

Question # 4 Answer: A,B,C

Question # 5 Answer: C