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HDI Help Desk Manager Sample Questions:

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

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

2. Which analysis report helps a manager determine the need for additional organizational skill development?

A) gap analysis
B) analyst analysis
C) project analysis
D) job analysis

3. What is the best way to stay current with support industry developments?

A) Read books by famous management experts.
B) Discuss key customer demands with colleagues.
C) Spend occasional time on vendor's Web sites.
D) Join industry-related groups.

4. What is the best description of multitasking in a support center?

A) Multitasking is managing the support center without help from your team.
B) Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
C) Multitasking is dealing with incidents and problems simultaneously.
D) Multitasking is taking as many calls as possible with the fewest number of analysts.

5. What are two benefits of external outsourcing?

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

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