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HDI Help Desk Manager Sample Questions:

1. How do you calculate ROI (Return On Investment)?

A) (Value - Cost) / Cost * 100
B) (Value * Cost) / Cost * 100
C) (Value + Cost) / Cost * 100
D) It is not possible to calculate.

2. Organizational development needs are determined by which three methods? (Choose three)

A) project analysis
B) position profiling
C) skill gap analysis
D) individual assessment

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

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

4. You are supporting someone from a different culture. How can you improve your communication? (Choose three)

A) pause to verify understanding
B) use proper/standard language expressions (eliminate slang)
C) speak slowly and loudly
D) encourage the person to ask for clarification

5. What are two advantages of Computer Telephony integration applications? (Choose two)

A) It reduces costs by increasing productivity.
B) It allows effective communication over the internet.
C) It enables intelligent routing of calls.
D) The manual logging of call-related information can be used for invoicing purposes.

Solutions: