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HDI Help Desk Manager Sample Questions:

1. What destroys the reputation of the Help Desk and ruins the integrity of the company?

A) poor flexibility
B) poor business plans
C) poor confidentiality
D) poor problem resolution

2. What is the most likely disadvantage of insourcing?

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

3. An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change. Which leadership trait does this show?

A) the ability to execute a plan despite adverse conditions
B) the ability to identify unpopular decisions as still necessary
C) the ability to discourage one-person domination
D) the ability to encourage team participation

4. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A) scheduling requirements
B) historical requirements
C) staffing requirements
D) application requirements

5. When marketing a support center, what should be clearly communicated to stakeholders?

A) IMPLEMENTATION TIMELINES
B) INFRASTRUCTURE REQUIREMENTS
C) RETURN ON INVESTMENT
D) STAFFING REQUIREMENTS

Solutions: