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HDI Help Desk Manager Sample Questions:

1. If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the_______

A) manager
B) Human Resources Director.
C) employee
D) employee's colleagues

2. What is the most commonly used technology in the support center?

A) Telephony
B) Self-help
C) Remote control
D) E-mail

3. What is a best practice for establishing effective relationships with other parts of the service organization?

A) Maximal personal benefits
B) Treat others as you would like to be treated.
C) There is no single best way

4. Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A) Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.
B) Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
C) Management believes that staffing loads have peaked and that things should slow down over the next two weeks.
D) Management believes that call volumes will remain at the current levels for the next several years.

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

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

Solutions: