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HDI Help Desk Manager Sample Questions:

1. What is the benefit of outsourcing compared to insourcing?

A) improved quality
B) greater control of support resources
C) lower capital cost for equipment and systems
D) improved average speed of answer

2. 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

3. Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

A) empowerment from management
B) use of visual status boards
C) specific statement of performance expectations
D) access to computer telephony technologies

4. 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

5. What is the best way to prepare your support center to take international calls?

A) Ask management for budget money to train all of your analysts in the languages that will be required by the project.
B) Use industry best practices as a benchmark and study other groups that provide similar support services.
C) Interview each analyst to determine whether your analysts want to take international calls.
D) Find ways to hire analysts that speak all of the languages that will require support services.

Solutions: