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HDI Help Desk Manager Sample Questions:

1. What should you do to ensure that your Help Desk support strategies align with the organization being supported?

A) consider the impact of the proposed services on the success of the organization as a whole
B) propose the highest level of support possible
C) study best practices for top performing organizations and set your strategies accordingly
D) minimize cost

2. Call volume increases whenever a new release of software is deployed, causing an increase in the
Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in
there months.
What helped you make your decision? (Choose two)

A) disaster recovery
B) trend analysis
C) change management
D) quality assurance
E) workforce scheduling

3. What process includes performing root cause analysis?

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

4. Who is ultimately responsible for an employee's success or failure?

A) the employee's manager
B) the employee
C) the employee's team leader
D) the employee's mentor

5. What is the best description of a good leader?

A) A good leader dictates to the team.
B) A good leader dominates the team.
C) A good leader inspires the team.
D) A good leader demands performance from the team.

Solutions: