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HDI Help Desk Manager Sample Questions:

1. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) seek feedback from the analysts on job difficulties
B) take the time to recruit and hire new employees
C) demonstrate your commitment to the organization
D) produce individual and team performance reports

2. Which three statements about effective inter-departmental relationships are true? (Choose three)

A) Information is shared among departments within your organization
B) Management responsibilities are shared
C) You treat people in your organization as they were your customer
D) Other departments are supported even when they make a mistake

3. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) seek feedback from the analysts on job difficulties
B) demonstrate your commitment to the organization
C) take the time recruit and hire new employees
D) produce individual and team performance reports

4. Which two actions ensure consistent customer service? (Choose two)

A) ascertain that priority and severity levels are congruent
B) provide everyone on the Help Desk with similar training
C) acknowledge the benefit of the customer's idea
D) ensure that customers are aware of Help Desk contributions

5. What is a key principle of negotiation with customers?

A) Determine the customer's underlying need and seek a mutually beneficial solution.
B) Stick to the facts and ignore the customer's emotions.
C) Seek a solution that aligns with support center policies and processes.
D) Focus on the individual rather than on the resolution.

Solutions: