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HDI Help Desk Manager Sample Questions:

1. What is a best practice when taking action that will affect other departments or teams?

A) Implement your ideas as soon as you have decided on the best course of action.
B) Give serious consideration to what people will think of you if your ideas do not work.
C) Hold discussions with other managers to identify the possible effects of your actions.
D) Make a presentation to other teams letting them know what you have done.

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

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

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

4. What deductive reasoning based on?

A) Internet research
B) Logical steps and analysis
C) A general consensus of opinion
D) Future trends predication

5. What is a key principle of negotiation with customers?

A) Seek a solution that aligns with support center policies and processes.
B) Determine the customer's underlying need and seek a mutually beneficial solution.
C) Focus on the individual rather than on the resolution.
D) Stick to the facts and ignore the customer's emotions.

Solutions: