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HDI Help Desk Manager Sample Questions:

1. What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

A) written documentation
B) verbal communications
C) past performance problems
D) non-verbal communications

2. If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the ____

A) employee's colleagues
B) manager
C) Human Resources Director
D) employee

3. If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the_______

A) employee's colleagues
B) Human Resources Director.
C) manager
D) employee

4. What is the best reason for having security policies in a support center?

A) Security policies safeguard the support center's staff from liability.
B) Security policies ensure that security is everyone's concern.
C) Security policies are required by IT management.
D) Security policies protect the company and its customers from unauthorized access.

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

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

Solutions: