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HDI Service Desk Manager (SDM) Sample Questions:
1. What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)
A) An e-mail survey.
B) A one-off survey.
C) An ongoing survey.
D) A periodic survey.
2. When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)
A) Make sure job descriptions are accurate.
B) Perform a gap analysis of your team.
C) Offer a low starting salary but describe a possible career path.
D) Recruit staff who are younger than you.
E) Ensure the age and gender balance is equal.
3. What is a good way of encouraging staff to develop their skills?
(Choose 1)
A) Develop education programmes that reward initiative.
B) Send them on interesting courses.
C) Encourage the HR department to work with your team.
D) Allow them to choose their own skills development path.
4. Identify one of the primary tasks in organising your resources.
(Choose 1)
A) Align resources to projects or activities.
B) Get senior management approval for the resource plan.
C) Draw up a monthly rota of shift patterns.
D) Organise frequent motivational sessions with your team.
5. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)
A) Your team is unsure of how to resolve the problem.
B) Your team should be more visible in the company.
C) Your team cannot resolve the problem using remote support methods.
D) Your team is short-staffed due to training commitments.
Solutions:
Question # 1 Answer: B | Question # 2 Answer: A,B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C |
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