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HDI Help Desk Manager Sample Questions:

1. External outsourcing by a third party is the preferred method of support in which situation?

A) Your support organization supports a large number of remote desktops using standard office software that requires 24-hour service information Technology priorities do not allow management time to focus on support issues.
B) Your support organization supports a number of proprietary applications and has significant security restrictions.
C) Your support organization is going through a rollout of new desktops and you anticipate that you may need to increase your staff from 20 to 25 for a three-month period.
D) Your support organization would like to transfer support responsibility to an outside organization. Management requires that all support be performed on the premises.

2. What is a best practice for keeping employees satisfied and productive?

A) Pay employees more than market rates.
B) Involve employees in making decisions and seek their feedback.
C) Organize regular social events paid for by the company.
D) Ensure that employees go on vacation at least twice annually.

3. What are three steps in an employee gap analysis? (Choose three)

A) compare the job skills for the employee's current position to the skills required for the next job level.
B) identify employee skills
C) list the skills of each employee and compare them to each other
D) Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)

4. Organizational development needs are determined by which three methods? (Choose three)

A) project analysis
B) individual assessment
C) position profiling
D) skill gap analysis

5. Call volume increases whenever a new release of software is deployed, causing an increase in the
Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in
there months.
What helped you make your decision? (Choose two)

A) workforce scheduling
B) change management
C) quality assurance
D) disaster recovery
E) trend analysis

Solutions: