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HDI Help Desk Manager Sample Questions:

1. What is the most likely benefit of implementing an organizational change management process?

A) A change management process eliminates the damage created by unnecessary changes.
B) A change management process ensures that all changes will be successful.
C) A change management process improves the productivity of customers.
D) A change management process prevents unpopular changes from being made.

2. What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)

A) put processes in place for encouraging creativity
B) Prevent open discussions of new technologies at work.
C) promote information sharing and learning
D) put procedures in place for screening potential ideas.
E) Require a formal plan before consideration of new ideas.

3. What is the most likely benefit of having a good marketing strategy for the support center?

A) A good marketing strategy decreases the support center's headcount.
B) A good marketing strategy increases awareness that the support center provides a return on investment (ROI).
C) A good marketing strategy decreases the total cost of ownership for the support center.
D) A good marketing strategy gives the support center's analysts more accountability.

4. Which statement about contract staffing is true?

A) Contract employees may hinder teamwork if they do not work closely with full-time employees
B) Contract employees are allowed to work hours that are not specifically defined by their company.
C) Contract employees can only be let go by their company.
D) Contract employees receive more benefits than full-time employees

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

Solutions: