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HDI Help Desk Manager Sample Questions:

1. How can you provide direction in times of confusion or ambiguity?

A) Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.
B) Centralize communication to ensure that all team members get accurate information
C) Authorize the team leader to conduct team building activities to strengthen team ties.
D) create a sense of trust in subordinates by not personally making decisions.

2. Customer satisfaction surveys provide feedback on ____(Choose two)

A) your Help Desk's performance
B) how well you are fulfilling your mission
C) how to create levels of service that are negotiated and standardized
D) corporate directives

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

4. Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current practice" they are using?

A) gap analysis
B) stat reviews
C) regional trend analysis
D) analyst reviews

5. What is deductive reasoning based on?

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

Solutions: