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

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

3. When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

A) notify the customer community
B) escalate the problem
C) provide updates on the resolution status
D) direct all calls to voice mail

4. Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outages.
What helps you prepare for the upcoming days?

A) UPS usage reports
B) contingency plans
C) call answer plans
D) Gap analysis reports

5. Which two items should you consider before making Help Desk operational decisions? (Choose two)

A) personal preference
B) implications to other business units.
C) employee opinion
D) cost versus benefit

Solutions: