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HDI Help Desk Manager Sample Questions:

1. Which factor has the greatest effect on business continuity planning?

A) The return on investment (ROI)
B) The price of implementing the plan
C) The cost of downtime to the business
D) The location of the support center

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

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

3. 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) demonstrate your commitment to the organization
B) take the time to recruit and hire new employees
C) produce individual and team performance reports
D) seek feedback from the analysts on job difficulties

4. Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?

A) contingency plans
B) call answer plans
C) UPS usage reports
D) Gap analysis reports

5. Which four factors are important when dealing with an individual's performance problem? (Choose four)

A) specific details
B) timeliness
C) personality
D) consequences
E) performance responsibility

Solutions: