HDI Help Desk Manager Sample Questions:
1. What should you consider when performing workforce scheduling and resource planning? (Choose three)
A) how to project future workloads based on past request arrival patterns
B) insourcing and outsourcing procedures
C) the need to identify required staffing based on projected volume
D) the random nature of call arrival patterns
2. Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?
A) stake holder
B) Help Desk manager
C) Service-level managers
D) service provider
E) customer
3. An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)
A) encourage others to take initiative
B) encourage others to be creative
C) encourage participation
D) encourage positive perspective within teams
4. 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) demonstrate your commitment to the organization
B) seek feedback from the analysts on job difficulties
C) produce individual and team performance reports
D) take the time to recruit and hire new employees
5. What deductive reasoning based on?
A) Future trends predication
B) A general consensus of opinion
C) Logical steps and analysis
D) Internet research
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: D,E | Question # 3 Answer: A,B,C | Question # 4 Answer: A,B | Question # 5 Answer: C |
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