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HDI Help Desk Manager Sample Questions:

1. What is the most likely benefit of implementing an organizational change management process?

A) A change management process improves the productivity of customers.
B) A change management process prevents unpopular changes from being made.
C) A change management process eliminates the damage created by unnecessary changes.
D) A change management process ensures that all changes will be successful.

2. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A) meet regularly with stakeholders to determine training gaps
B) be active in the implementation plan for new products
C) be prepared to add staff should a new service fail
D) meet regularly with focus groups and team members to evaluates past performances.

3. What deductive reasoning based on?

A) Logical steps and analysis
B) Internet research
C) Future trends predication
D) A general consensus of opinion

4. Which commonly used technology supports workflow management within a Call Management System?

A) fax
B) automated alerts
C) voice mail
D) broadcast messaging devices

5. How can you pursue continuous learning to stay current with industry standards? (Choose two)

A) communicate a need for change by providing a compelling business rationale
B) volunteer for projects that require you toleam new information
C) create an individual development plan
D) conduct monthly performance reviews

Solutions: