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HDI Help Desk Manager Sample Questions:

1. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) produce individual and team performance reports
B) seek feedback from the analysts on job difficulties
C) demonstrate your commitment to the organization
D) take the time to recruit and hire new employees

2. What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three)

A) identify trends in service, and then develop resources to meet those trends
B) concentrate on common goals during times of disagreement
C) develop interests outside of work to provide a stress-free zone
D) create a personal network of advisors with whom you can share problems and concerns.

3. What statement best describes leadership in a support center?

A) A support center leader decides what needs to be accomplished.
B) A support center leader is an ongoing champion of service excellence.
C) A support center leader focuses on process rather than efficiency.
D) A support center leader sides with staff against customers.

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

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

5. 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

Solutions: