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

2. You are supporting someone from a different culture. How can you improve your communication? (Choose three)

A) use proper/standard language expressions (eliminate slang)
B) pause to verify understanding
C) speak slowly and loudly
D) encourage the person to ask for clarification

3. Which two methods are ideal for determining the expectations of key stakeholders? (Choose two)

A) survey focus groups
B) call other Help Desks
C) survey customers
D) call service providers

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

5. What are two benefits of external outsourcing compared to contract staffing? (Choose two)

A) fewer management issues
B) the ability to easily extend the hours of support
C) fewer employee benefit issues
D) the ability to handle peak periods associated with new technology rollouts

Solutions: