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HDI Help Desk Manager Sample Questions:

1. Which three should be included in the professional development plans for your staff? (Choose three)

A) an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position
B) an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking
C) a list of classes available in your corporate training center.
D) a list of training programs that the staff member should take in the month ahead.

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

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

3. Which three methods clarify understanding of organizational missions, strategies, strengths, weakness, and capabilities? (Choose three)

A) focus groups
B) interview with key stakeholders, customers, and leaders
C) consistent and high-impact feedback to team members
D) round-table meetings with employees

4. What is the best description of organizational change management?

A) Organizational change management is a standard that guides development activities.
B) Organizational change management is the analysis of activities to reduce or eliminate certain activities or costs.
C) Organizational change management is a strategic, integrated management system for achieving customer satisfaction.
D) Organizational change management is a process designed to influence variables associated with change to achieve desired results.

5. What is the primary role of the support center in most organizations?

A) The primary role of the support center is to ensure that metrics are maintained and distributed.
B) The primary role of the support center is to provide technical support services to executives.
C) The primary role of the support center is to be a strategic asset to the organization it serves.
D) The primary role of the support center is to make sure that all service levels are met.

Solutions: