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HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary objective of workforce management?
(Choose 1)

A) To undertake and structure organisational change.
B) To reduce headcount.
C) To identify the resourcing requirements needed to meet demand and achieve goals.
D) To undertake comprehensive research into the workforce management practices of top service organisations.

2. How will a SWOT best assist you in developing your teams performance?
(Choose 1)

A) A SWOT helps you identify marketing opportunities as it shows the teams strengths.
B) A SWOT provides an opportunity to hold regular meetings with your team.
C) A SWOT helps you identify areas for growth for your team.
D) A SWOT enables you to identify incentives that are attractive to your team.

3. 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 short-staffed due to training commitments.
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 unsure of how to resolve the problem.

4. Your team is working hard, and the atmosphere is busy but friendly. What three key actions have you taken to create this situation?
(Choose 3)

A) Offered your team involvement in decisions that affect them.
B) Provided daily donuts and fruit juice for all the team.
C) Offered low basic salaries with high performance related pay possibilities.
D) Developed a scheme that rewards star performers.
E) Explained the teams goals and objectives.
F) Provided opportunities for development.

5. What is the most important factor when developing a workforce schedule?
(Choose 1)

A) Type of support to be provided.
B) Projected call volume.
C) Total workstations available.
D) Budget restraints.

Solutions: