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HDI Help Desk Manager Sample Questions:

1. What are three common problems when supporting global customers? (Choose three)

A) Global network downtime occurs frequently.
B) Problems are not communicated clearly.
C) Different technologies are found in different countries.
D) Service expectations vary from country to country.

2. Which three methods clarify understanding of organizational missions, strategies, strengths, weakness, and capabilities? (Choose three)

A) focus groups
B) round-table meetings with employees
C) interview with key stakeholders, customers, and leaders
D) consistent and high-impact feedback to team members

3. Service Level Agreement document the level of service provided as well as the level at which service is provided by which two parties? (Choose two)

A) service provider
B) customer
C) Help Desk manager
D) Service-level managers
E) stake holder

4. Who is ultimately responsible for an employee's success or failure?

A) the employee's mentor
B) the employee's team leader
C) the employee's manager
D) the employee

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

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

Solutions: