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HDI Help Desk Manager Sample Questions:

1. What are two enabling factors of the HDI Certified Support Center model? (Choose two)

A) resources
B) satisfaction
C) leadership
D) results

2. What is a best practice for managing risks and uncertainties?

A) Seek advice from your coworkers.
B) Manage strengths, weaknesses, opportunities, and threats.
C) Refer to published service level agreements.
D) Make decisions based upon intuition.

3. What is an excellent form of feedback on the type of service and support you are providing to an organization?

A) analyst complaints
B) customer surveys
C) analyst reviews
D) manager surveys
E) manager complaints
F) customer complaints

4. What process includes performing root cause analysis?

A) Knowledge management
B) Incident management
C) Time management
D) Problem management

5. What is a best practice for ensuring that you are continuously learning?

A) Solicit Web site recommendations from colleagues.
B) Go to industry shows every month.
C) Create an individual development plan for yourself.
D) Swap jobs with colleagues in other departments.

Solutions: