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HDI Help Desk Manager Sample Questions:

1. Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem solving abilities? (Choose three)

A) intelligence
B) formal education
C) specialization knowledge in a discipline
D) experience

2. What is the best description of a hot continuity site?

A) A hot continuity site is a facility that is immediately available to be used without disruption to the customer.
B) A hot continuity site is a continuity facility that has been identified but does not have any equipment installed.
C) A hot continuity site is a secondary location where a quick transfer can occur with minimal disruption to the customer.
D) A hot continuity site is required in frigid climates if equipment is sensitive to cold.

3. To which three types of data do companies restrict access? (Choose three)

A) payroll information
B) personnel records
C) network shares
D) proprietary information

4. What should you do to ensure that your Help Desk support strategies align with the organization being supported?

A) minimize cost
B) study best practices for top performing organizations and set your strategies accordingly
C) propose the highest level of support possible
D) consider the impact of the proposed services on the success of the organization as a whole

5. Which statement best describes IT configuration management?

A) IT configuration management is a comprehensive IT library.
B) IT configuration management is lifecycle management for IT equipment.
C) IT configuration management controls the support center's hardware.
D) IT configuration management restricts the improper use of software.

Solutions: