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HDI Help Desk Manager Sample Questions:
1. What are three benefits of mentoring programs? (Choose three)
A) They help team members develop strategic vision statements.
B) They help team members improve
C) They allow team members potential growth opportunities.
D) They help retain personnel with optimal skills.
2. 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) change management
B) trend analysis
C) workforce scheduling
D) disaster recovery
E) quality assurance
3. You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)
A) Overall business/workforce is reduced.
B) Business functions are outsourced
C) Systemare more stable and mature.
D) Customers are more experienced
E) Customers are better trained
4. Which traits should a Help Desk manager look for an analyst to determine if the analyst can effectively multitask?
A) handles stress andprioritize
B) takes chances and switches topics
C) changes perspectives often and is self sufficient
D) takes the initiative and is creative
5. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)
A) seek feedback from the analysts on job difficulties
B) demonstrate your commitment to the organization
C) take the time recruit and hire new employees
D) produce individual and team performance reports
Solutions:
| Question # 1 Answer: B,C,D | Question # 2 Answer: B,C | Question # 3 Answer: C,D,E | Question # 4 Answer: A | Question # 5 Answer: A,B |



