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HDI Help Desk Manager Sample Questions:

1. After assessing the need for organizational development, which statement best explains what a manager must do?

A) implement and review the new change
B) delegate and assign new tasks
C) trend and report the change
D) plan and implement the change

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

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

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) Systemare more stable and mature.
B) Overall business/workforce is reduced.
C) Business functions are outsourced
D) Customers are more experienced
E) Customers are better trained

4. Monthly performance evaluations keep analysts informed of their performance. What are two other reasons a manager should use these evaluations? (Choose two)

A) to establish the required Service Level Agreements
B) to determine the proper temperament
C) to determine the required skills
D) to determine the properinsourcing/outsourcing levels

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

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

Solutions: