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HDI Help Desk Manager Sample Questions:

1. How can you pursue continuous learning to stay current with industry standards? (Choose two)

A) create an individual development plan
B) volunteer for projects that require you toleam new information
C) conduct monthly performance reviews
D) communicate a need for change by providing a compelling business rationale

2. What process includes performing root cause analysis?

A) Incident management
B) Problem management
C) Knowledge management
D) Time management

3. Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

A) analyst training
B) analyst focus groups
C) analyst reviews
D) analyst interviews

4. What is a best practice for building trusting relationships with other support groups?

A) Implement service level reporting.
B) Market the support center's accomplishments.
C) Honor commitments you have made.
D) Participate in quality assurance testing for new releases.

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

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

Solutions: