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HDI Help Desk Manager Sample Questions:

1. What is the most common disadvantage of IT configuration management programs?

A) IT configuration management programs have a low return on investment (ROI).
B) IT configuration management programs do not meet customers' needs.
C) IT configuration management programs are labor intensive.
D) IT configuration management programs are prohibitively expensive.

2. Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

A) days and hours of service
B) call flows
C) training material
D) products supported

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

4. Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A) Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
B) Management believes that staffing loads have peaked and that things should slow down over the next two weeks.
C) Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.
D) Management believes that call volumes will remain at the current levels for the next several years.

5. What are three common problems when supporting global customers? (Choose three)

A) Different technologies are found in different countries.
B) Problems are not communicated clearly.
C) Service expectations vary from country to country.
D) Global network downtime occurs frequently.

Solutions: