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HDI Help Desk Manager Sample Questions:

1. What are three characteristics of performance measurement? (Choose three)

A) subjective
B) reliable
C) objective
D) realistic
E) inflexible

2. When marketing a support center, what should be clearly communicated to stakeholders?

A) RETURN ON INVESTMENT
B) STAFFING REQUIREMENTS
C) INFRASTRUCTURE REQUIREMENTS
D) IMPLEMENTATION TIMELINES

3. What is the best description of remote control?

A) Remote control allows the analyst's supervisor to take control of a call from a remote location.
B) Remote control allows the customer to control which analyst will provide support.
C) Remote control allows the analyst to control which applications a customer can use from a remote location.
D) Remote control allows the analyst to take control of the customer's PC from a remote location.

4. What is the most important part of creating and delivering presentations?

A) Focus on the content and the message of the presentation.
B) Use cutting edge and visually impressive presentation media.
C) Include microscopic details in your presentation materials.
D) Direct the presentation to the most important attendees.

5. 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

Solutions: