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HDI Help Desk Manager Sample Questions:

1. Contract staffing is best described by which statement?

A) Contract employees work independently and are not considered part of an organizational unit.
B) Contract employees perform work that is not normally done by a full-time employee
C) Contract employees need more initial training than full-time employees.
D) Contract employees typically work for a clearly defined time frame

2. Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)

A) review salary expectations in relation to departmental constraints
B) perform a job analysis to determine the required skills and temperament.
C) review your team's structure for opportunities to leverage the skill mix
D) involve model team members in the interview and selection process

3. You are supporting someone from a different culture. How can you improve your communication? (Choose three)

A) speak slowly and loudly
B) encourage the person to ask for clarification
C) use proper/standard language expressions (eliminate slang)
D) pause to verify understanding

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

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

5. What process includes performing root cause analysis?

A) Knowledge management
B) Incident management
C) Time management
D) Problem management

Solutions: