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HDI Help Desk Manager Sample Questions:

1. What best describes the support center's responsibility in the release management process?

A) The support center is responsible for making sure that customers always have the newest equipment and software.
B) The support center is responsible for ensuring that each release is tested and conducted according to the release policy.
C) The support center is responsible for installing new hardware and software for its customers.
D) The support center is responsible for technically evaluating all new releases.

2. When marketing a support center, what should be clearly communicated to stakeholders?

A) RETURN ON INVESTMENT
B) IMPLEMENTATION TIMELINES
C) INFRASTRUCTURE REQUIREMENTS
D) STAFFING REQUIREMENTS

3. What is the most likely disadvantage of insourcing?

A) Insourcing renders the support center's knowledge base obsolete.
B) Insourcing increases the support center's workload without increasing staffing levels.
C) Insourcing causes tension among team members who are working on different projects.
D) Insourcing creates problems when customers have to wait in a queue too long.

4. An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)

A) encourage others to be creative
B) encourage others to take initiative
C) encourage positive perspective within teams
D) encourage participation

5. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
B) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
C) Taking risks is appropriate if the customer is threatening to take the issue higher.
D) Taking risks is appropriate if the risk is directly connected to service delivery.

Solutions: