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HDI Help Desk Manager Sample Questions:

1. Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem solving abilities? (Choose three)

A) intelligence
B) experience
C) specialization knowledge in a discipline
D) formal education

2. What is the best description of a hot continuity site?

A) A hot continuity site is a continuity facility that has been identified but does not have any equipment installed.
B) A hot continuity site is required in frigid climates if equipment is sensitive to cold.
C) A hot continuity site is a facility that is immediately available to be used without disruption to the customer.
D) A hot continuity site is a secondary location where a quick transfer can occur with minimal disruption to the customer.

3. What is the most important part of creating and delivering presentations?

A) Include microscopic details in your presentation materials.
B) Focus on the content and the message of the presentation.
C) Direct the presentation to the most important attendees.
D) Use cutting edge and visually impressive presentation media.

4. Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

A) analyst interviews
B) analyst focus groups
C) analyst training
D) analyst reviews

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

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

Solutions: