We're so confident of our products that we provide no hassle product exchange.
HDI Help Desk Manager Sample Questions:
1. By asking customers to evaluate your present performance and suggest improvements what can you manage?
A) communications
B) directlabour resourcing
C) financial trends
D) stakeholder expectations
2. Which factor has the greatest effect on business continuity planning?
A) The price of implementing the plan
B) The location of the support center
C) The cost of downtime to the business
D) The return on investment (ROI)
3. External outsourcing by a third party is the preferred method of support in which situation?
A) Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.
B) Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
C) Your support organization supports a number of proprietary applications and has significant security restrictions.
D) Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.
4. What is the best reason for having security policies in a support center?
A) Security policies safeguard the support center's staff from liability.
B) Security policies are required by IT management.
C) Security policies protect the company and its customers from unauthorized access.
D) Security policies ensure that security is everyone's concern.
5. Which commonly used technology supports workflow management within a Call Management System?
A) fax
B) automated alerts
C) voice mail
D) broadcast messaging devices
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: B |
By Tiffany
