HDI Desktop Support Manager
Standards Revision Exam Questions
And Complete Answers.
1.1.1
Identify the characteristics of an effective leader." - Answer "An effective leader:
• Leads by example
• Motivates others
• Encourages participation, creative thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
1.1.2
Identify ways to reach optimized levels of performance." - Answer "Reach optimized levels of
performance by:
.. Using recognized organizational models and techniques to identify ways to improve performance
- D.I.C.E. (Duration, Integrity, Commitment, Effort)
- Knowing-Doing Gap Six Sigma
- Kaizen
.. Conducting a SWOT analysis (strengths,
weaknesses, opportunities, and threats) to identify areas to leverage, improve, enhance, and manage
.. Implementing continual
improvement programs
• Developing programs that reward initiative
• Setting goals that are realistic and achievable
.. Benchmarking key performance indicators (KPls)
against those of similar organizations"
,1.1.3
Explain how to provide tactical direction to the desktop support team." - Answer "Provide tactical
direction to the desktop support team by:
• Making tactical decisions based on the strategic goals and objectives of the organization
• Being innovative and creative in planning and problem-solving
• Scheduling weekly meetings with the team to review issues and changes
• Keeping the team appraised of the top ten incidents and service requests and their solutions
• Meeting individually with team members to clarify their goals and hold them accountable"
"1.1.4
Explain the importance of displaying confidence." - Answer "Displaying confidence:
• Removes doubts about competency
• Establishes credibility
• Encourages communication
• Fosters rapport"
1.1.5
Describe the differences between management and leadership." - Answer "Management is effectively
executing the organizat ion 1 s direction and goals. Management
activities include measuring customer satisfaction, monitoring team performance, enforcing the rules of
the organization, and planning daily tasks and activities.
Leadership is creating direction according to the mission and vision of the organization. Leadership
activities include coaching, driving organizational change, and setting goals and objectives."
1.1.6
Identify ways to provide direction and focus under ambiguous
or chaotic circumstances." - Answer "Provide direction and focus under ambiguous or chaotic
circumstances by:
.. Creating a communication hub so that people
,can get accurate information
.. Empathizing with team members and leveraging your presence to help provide clarity
.. Creating an environment in which team members
can experience a sense of continuity and ownership in their work"
1.1.7 - Answer "Identify up and coming leaders by:
• Seeking those with an outstanding work ethic
• Seeking those who have proven to be trustworthy in the past
• Looking for effective verbal and written communicators
.. Finding people who are sincerely concerned
about the business and how the team functions, not those who are seeking only promotion
.. Seeking those with developed critical thinking
skills, those who come to you with problems and possible solutions"
Explain how to
identify up and
coming leaders.
1.1.8
Explain the principles of delegation." - Answer "The principles of delegation include:
• Creating trust with the team
• Articulating delivery time frames and expectations for assignments
• Ensuring the person assigned the task has the authority, skills, and ability to complete the task
• Providing support and training as necessary
• Getting an agreement on expectations
• Allowing one to accomplish the task without specifying detailed process requirements"
1.1.9
Identify the reasons for delegation." - Answer "Reasons for delegating include:
• Making time available to think more strategically and be less focused
, on operations
• Growing the team's ability to think critically and solve problems on
their own"
1.2.1
Explain how to build relationships with senior management and other department heads." - Answer "In
order to build relationships with senior management and other department heads:
• Actively seek out senior management to talk about support services
• Proactively volunteer to participate on steering committees, project teams, and strategic planning
sessions to provide the customer and
support organization perspective"
1.2.2
Identify techniques to manage your work life." - Answer "Techniques for managing your work life
include:
.. Being on time or early with every assignment or meeting
• Always approaching your manager with solutions, not problems
.. Trusting your manager-accepting you may not
understand why a specific decision is made
.. Increasing your problem solving and critical thinking skills by taking good physical care of yourself (e.g.,
sleep, exercise, eating healthy, etc.)
.. Acknowledging those around you for their
dedication
.. Identifying ways to assist your manager with new projects to build your manager's trust in you"
1.3.1
Define Emotional Intelligence." - Answer "Emotional Intelligence is:
• Having the ability to recognize and know what emotions you are feeling
• Managing your emotions so that they do not overwhelm situations and your thinking capabilities
• Being able to recognize the emotions that others are feeling
Standards Revision Exam Questions
And Complete Answers.
1.1.1
Identify the characteristics of an effective leader." - Answer "An effective leader:
• Leads by example
• Motivates others
• Encourages participation, creative thinking, and initiative
• Demonstrates a positive attitude
• Practices active listening skills
• Displays ethical behavior
1.1.2
Identify ways to reach optimized levels of performance." - Answer "Reach optimized levels of
performance by:
.. Using recognized organizational models and techniques to identify ways to improve performance
- D.I.C.E. (Duration, Integrity, Commitment, Effort)
- Knowing-Doing Gap Six Sigma
- Kaizen
.. Conducting a SWOT analysis (strengths,
weaknesses, opportunities, and threats) to identify areas to leverage, improve, enhance, and manage
.. Implementing continual
improvement programs
• Developing programs that reward initiative
• Setting goals that are realistic and achievable
.. Benchmarking key performance indicators (KPls)
against those of similar organizations"
,1.1.3
Explain how to provide tactical direction to the desktop support team." - Answer "Provide tactical
direction to the desktop support team by:
• Making tactical decisions based on the strategic goals and objectives of the organization
• Being innovative and creative in planning and problem-solving
• Scheduling weekly meetings with the team to review issues and changes
• Keeping the team appraised of the top ten incidents and service requests and their solutions
• Meeting individually with team members to clarify their goals and hold them accountable"
"1.1.4
Explain the importance of displaying confidence." - Answer "Displaying confidence:
• Removes doubts about competency
• Establishes credibility
• Encourages communication
• Fosters rapport"
1.1.5
Describe the differences between management and leadership." - Answer "Management is effectively
executing the organizat ion 1 s direction and goals. Management
activities include measuring customer satisfaction, monitoring team performance, enforcing the rules of
the organization, and planning daily tasks and activities.
Leadership is creating direction according to the mission and vision of the organization. Leadership
activities include coaching, driving organizational change, and setting goals and objectives."
1.1.6
Identify ways to provide direction and focus under ambiguous
or chaotic circumstances." - Answer "Provide direction and focus under ambiguous or chaotic
circumstances by:
.. Creating a communication hub so that people
,can get accurate information
.. Empathizing with team members and leveraging your presence to help provide clarity
.. Creating an environment in which team members
can experience a sense of continuity and ownership in their work"
1.1.7 - Answer "Identify up and coming leaders by:
• Seeking those with an outstanding work ethic
• Seeking those who have proven to be trustworthy in the past
• Looking for effective verbal and written communicators
.. Finding people who are sincerely concerned
about the business and how the team functions, not those who are seeking only promotion
.. Seeking those with developed critical thinking
skills, those who come to you with problems and possible solutions"
Explain how to
identify up and
coming leaders.
1.1.8
Explain the principles of delegation." - Answer "The principles of delegation include:
• Creating trust with the team
• Articulating delivery time frames and expectations for assignments
• Ensuring the person assigned the task has the authority, skills, and ability to complete the task
• Providing support and training as necessary
• Getting an agreement on expectations
• Allowing one to accomplish the task without specifying detailed process requirements"
1.1.9
Identify the reasons for delegation." - Answer "Reasons for delegating include:
• Making time available to think more strategically and be less focused
, on operations
• Growing the team's ability to think critically and solve problems on
their own"
1.2.1
Explain how to build relationships with senior management and other department heads." - Answer "In
order to build relationships with senior management and other department heads:
• Actively seek out senior management to talk about support services
• Proactively volunteer to participate on steering committees, project teams, and strategic planning
sessions to provide the customer and
support organization perspective"
1.2.2
Identify techniques to manage your work life." - Answer "Techniques for managing your work life
include:
.. Being on time or early with every assignment or meeting
• Always approaching your manager with solutions, not problems
.. Trusting your manager-accepting you may not
understand why a specific decision is made
.. Increasing your problem solving and critical thinking skills by taking good physical care of yourself (e.g.,
sleep, exercise, eating healthy, etc.)
.. Acknowledging those around you for their
dedication
.. Identifying ways to assist your manager with new projects to build your manager's trust in you"
1.3.1
Define Emotional Intelligence." - Answer "Emotional Intelligence is:
• Having the ability to recognize and know what emotions you are feeling
• Managing your emotions so that they do not overwhelm situations and your thinking capabilities
• Being able to recognize the emotions that others are feeling
