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HDI Help Desk Manager Sample Questions:

1. What must be included in an IT change management process?

A) Any cross-cultural communication issues must be addressed.
B) The support center must commit to the change even if it fails.
C) The service level agreement must be modified to include the change.
D) The possible risks of the proposed change must be assessed.

2. What is the primary role of the support center in most organizations?

A) The primary role of the support center is to be a strategic asset to the organization it serves.
B) The primary role of the support center is to make sure that all service levels are met.
C) The primary role of the support center is to provide technical support services to executives.
D) The primary role of the support center is to ensure that metrics are maintained and distributed.

3. Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

A) call flows
B) training material
C) days and hours of service
D) products supported

4. What is the best description of a briefing?

A) A briefing is a short meeting used to communicate status updates.
B) A briefing is a written update to senior management.
C) A briefing is a team meeting that is held regularly.
D) A briefing is a one-on-one meeting with an employee.

5. Which three actions can you take to reduce the risk of customer conflict? (Choose three)

A) change your rate of speech
B) let the customer vent
C) do not interrupt
D) be respectful
E) change the tone in your voice

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