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HDI Help Desk Manager Sample Questions:

1. Which three should be included in the professional development plans for your staff? (Choose three)

A) an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking
B) an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position
C) a list of training programs that the staff member should take in the month ahead.
D) a list of classes available in your corporate training center.

2. What process includes performing root cause analysis?

A) Time management
B) Knowledge management
C) Incident management
D) Problem management

3. Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?

A) Gap analysis reports
B) UPS usage reports
C) contingency plans
D) call answer plans

4. Which four factors are important when dealing with an individual's performance problem? (Choose four)

A) performance responsibility
B) consequences
C) personality
D) timeliness
E) specific details

5. What is the best description of multitasking in a support center?

A) Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
B) Multitasking is dealing with incidents and problems simultaneously.
C) Multitasking is taking as many calls as possible with the fewest number of analysts.
D) Multitasking is managing the support center without help from your team.

Solutions: