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HDI Help Desk Manager Sample Questions:

1. Monthly performance evaluations keep analysts informed of their performance. What are two other reasons a manager should use these evaluations? (Choose two)

A) to determine the proper temperament
B) to determine the required skills
C) to establish the required Service Level Agreements
D) to determine the properinsourcing/outsourcing levels

2. What is the best way to manage multiple demands on your time?

A) Cancel meetings to save time.
B) Arrive at work an hour before your scheduled work hours.
C) Delegate tasks where possible.
D) Work through your lunch breaks.

3. What is the best description of a hot continuity site?

A) A hot continuity site is a continuity facility that has been identified but does not have any equipment installed.
B) A hot continuity site is a secondary location where a quick transfer can occur with minimal disruption to the customer.
C) A hot continuity site is a facility that is immediately available to be used without disruption to the customer.
D) A hot continuity site is required in frigid climates if equipment is sensitive to cold.

4. What are two benefits of external outsourcing?

A) It allows management to focus on the quality of the service provided rather than on the processes for delivering the service
B) It allows rapid improvement in support quality without impacting the customers being supported
C) It improves teamwork
D) It frees up space and equipment for internal growth.

5. What is the best description of a critical thinker?

A) A critical thinker leverages intuition appropriately.
B) A critical thinker critiques in order to redesign and remodel.
C) A critical thinker expresses sympathy to meet the needs of customers.
D) A critical thinker is able to discover weaknesses and risks.

Solutions: