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HDI Help Desk Manager Sample Questions:

1. 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 discourage one-person domination
C) the ability to encourage team participation
D) the ability to identify unpopular decisions as still necessary

2. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the risk is directly connected to service delivery.
B) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
C) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
D) Taking risks is appropriate if the customer is threatening to take the issue higher.

3. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) improved employee moral
B) reduced resolution rates
C) timely call avoidance
D) potential business growth

4. What are three steps in an employee gap analysis? (Choose three)

A) Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)
B) compare the job skills for the employee's current position to the skills required for the next job level.
C) identify employee skills
D) list the skills of each employee and compare them to each other

5. Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two)

A) web
B) Broadcast messaging devices
C) telephone
D) Call Management Systems
E) e-mail

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