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HDI Help Desk Manager Sample Questions:

1. What is the most likely benefit of having a good marketing strategy for the support center?

A) A good marketing strategy gives the support center's analysts more accountability.
B) A good marketing strategy decreases the total cost of ownership for the support center.
C) A good marketing strategy decreases the support center's headcount.
D) A good marketing strategy increases awareness that the support center provides a return on investment (ROI).

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

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

3. What is the most appropriate situation for providing deskside support?

A) Providedeskside support if the customer doesn't understand the service level agreement.
B) Providedeskside support if the support center is not busy.
C) Providedeskside support if you need to calm the customer down.
D) Providedeskside support if you must replace the customer's hardware.

4. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) reduced resolution rates
B) improved employee moral
C) potential business growth
D) timely call avoidance

5. What is the most commonly used technology in the support center?

A) Self-help
B) Telephony
C) Remote control
D) E-mail

Solutions: