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HDI Help Desk Manager Sample Questions:

1. What are three ways to maintain a balanced and positive outlook when adapting to new situation, priorities, or demands? (choose three)

A) Create a personal network of advisors with whom you can share problems and concerns
B) concentrate on common goals during times of disagreement
C) develop interests outlook of work to provide a stress-free zone.
D) Identify trends in service and then develop resources to meet those trends

2. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
B) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
C) Taking risks is appropriate if the customer is threatening to take the issue higher.
D) Taking risks is appropriate if the risk is directly connected to service delivery.

3. Which two items should you consider before making Help Desk operational decisions? (Choose two)

A) implications to other business units.
B) employee opinion
C) cost versus benefit
D) personal preference

4. What is the most likely disadvantage of insourcing?

A) Insourcing causes tension among team members who are working on different projects.
B) Insourcing increases the support center's workload without increasing staffing levels.
C) Insourcing creates problems when customers have to wait in a queue too long.
D) Insourcing renders the support center's knowledge base obsolete.

5. What is a best practice for building trusting relationships with other support groups?

A) Market the support center's accomplishments.
B) Participate in quality assurance testing for new releases.
C) Implement service level reporting.
D) Honor commitments you have made.

Solutions: