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HDI Help Desk Manager Sample Questions:

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

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

2. What is the best reason for having security policies in a support center?

A) Security policies are required by IT management.
B) Security policies safeguard the support center's staff from liability.
C) Security policies protect the company and its customers from unauthorized access.
D) Security policies ensure that security is everyone's concern.

3. An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change. Which leadership trait does this show?

A) the ability to encourage team participation
B) the ability to discourage one-person domination
C) the ability to execute a plan despite adverse conditions
D) the ability to identify unpopular decisions as still necessary

4. What is the best description of a critical thinker?

A) A critical thinker is able to discover weaknesses and risks.
B) A critical thinker critiques in order to redesign and remodel.
C) A critical thinker expresses sympathy to meet the needs of customers.
D) A critical thinker leverages intuition appropriately.

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

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