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HDI Help Desk Manager Sample Questions:

1. External outsourcing by a third party is the preferred method of support in which situation?

A) Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
B) Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.
C) Your support organization supports a number of proprietary applications and has significant security restrictions.
D) Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.

2. Which analysis report helps a manager determine the need for additional organizational skill development?

A) gap analysis
B) job analysis
C) project analysis
D) analyst analysis

3. What is a best practice for building trusting relationships with other support groups?

A) Implement service level reporting.
B) Honor commitments you have made.
C) Participate in quality assurance testing for new releases.
D) Market the support center's accomplishments.

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

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

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 managing the support center without help from your team.
C) Multitasking is dealing with incidents and problems simultaneously.
D) Multitasking is taking as many calls as possible with the fewest number of analysts.

Solutions: