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HDI Help Desk Manager Sample Questions:
1. What destroys the reputation of the Help Desk and ruins the integrity of the company?
A) poor problem resolution
B) poor flexibility
C) poor confidentiality
D) poor business plans
2. Which statement best describes IT configuration management?
A) IT configuration management is a comprehensive IT library.
B) IT configuration management controls the support center's hardware.
C) IT configuration management restricts the improper use of software.
D) IT configuration management is lifecycle management for IT equipment.
3. What is the most likely benefit of implementing an organizational change management process?
A) A change management process eliminates the damage created by unnecessary changes.
B) A change management process prevents unpopular changes from being made.
C) A change management process improves the productivity of customers.
D) A change management process ensures that all changes will be successful.
4. Which concept refers to identifying required staffing based on projected volume?
A) insourcing
B) trend awareness
C) resource planning
D) outsourcing
5. What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)
A) put procedures in place for screening potential ideas.
B) Prevent open discussions of new technologies at work.
C) Require a formal plan before consideration of new ideas.
D) promote information sharing and learning
E) put processes in place for encouraging creativity
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A,D,E |
Maud 
Jean 
Polly 
Joshua 
Deirdre 
Horace 
Clarence 
Cleveland 
Newman 
Harvey 
Ian 
Antonia 
Edgar 
