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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 determine the properinsourcing/outsourcing levels
D) to establish the required Service Level Agreements

2. What is the primary role of the support center in most organizations?

A) The primary role of the support center is to make sure that all service levels are met.
B) The primary role of the support center is to provide technical support services to executives.
C) The primary role of the support center is to be a strategic asset to the organization it serves.
D) The primary role of the support center is to ensure that metrics are maintained and distributed.

3. What is the first step to take when calculating return on investment (ROI)?

A) Report results.
B) Identify intangible benefits.
C) Determine costs.
D) Collect data.

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

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

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

Solutions: