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HDI Help Desk Manager Sample Questions:

1. What are three benefits of mentoring programs? (Choose three)

A) They help team members develop strategic vision statements.
B) They help team members improve
C) They allow team members potential growth opportunities.
D) They help retain personnel with optimal skills.

2. Monthly performance evaluations keep analysts informed of their performance. What are two other reasons a manager should use these evaluations? (Choose two)

A) to determine the properinsourcing/outsourcing levels
B) to establish the required Service Level Agreements
C) to determine the proper temperament
D) to determine the required skills

3. Which two items should you consider before making Help Desk operational decisions? (Choose two)

A) implications to other business units.
B) cost versus benefit
C) personal preference
D) employee opinion

4. What are two roles of expert systems in Help Desk applications? (Choose two)

A) to provide a direct channel to vendor's marketing departments for new systems
B) to narrow down the type of problem and suggest resolutions
C) to provide Help Desk analysts with answers to every customer question:
D) to provide assistances to second-level analysts for more advanced troubleshooting

5. Which function is most likely to be performed by a self-healing tool?

A) Self-healing tools delete illegal software.
B) Self-healing tools update registry settings.
C) Self-healing tools run auto backups.
D) Self-healing tools shut down computer systems.

Solutions: