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HDI Help Desk Manager Sample Questions:

1. What is the most likely benefit of implementing a knowledge management system in a support center?

A) Implementing a knowledge management system keeps ownership of knowledge in the support center.
B) Implementing a knowledge management system reduces the time needed to train new employees.
C) Implementing a knowledge management system promotes competition among support teams.
D) Implementing a knowledge management system allows the support center to cut back on its hours of operation.

2. What is the best description of multitasking in a support center?

A) Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
B) Multitasking is managing the support center without help from your team.
C) Multitasking is taking as many calls as possible with the fewest number of analysts.
D) Multitasking is dealing with incidents and problems simultaneously.

3. Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

A) empowerment from management
B) specific statement of performance expectations
C) access to computer telephony technologies
D) use of visual status boards

4. 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) stat reviews
C) regional trend analysis
D) analyst reviews

5. Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)

A) e-mail
B) white boards
C) voice mail
D) overnight express mail
E) instant messenger

Solutions: