HDI Support Center Manager Quiz
To become a more effective leader, where should you concentrate your improvement effort? -
ANS-a. Encouraging creativity
b. Executing operational plans
c. Performing actions yourself
d. Providing monetary incentives
Identifying future leaders can be done in what way? - ANS-a. Finding a person seeking a pay
increase that comes with promotion.
b. Finding a person willing to come to you with problems, and ask for solutions.
c. Finding someone with a questionable view of the business and the team .
d. Finding someone who has proven themselves to be a trustworthy person.
What are the four steps in the project management process? - ANS-a. Analysis, Design ,
Production, Closing
b. Development, Planning, Closing, Review
c. Initiation, Design, Production, Closing
d. Initiation, Monitoring, Production , Closing
What component of the "4D" rule utilized in effective time management practices involves
having another person assist with completing a task? - ANS-a. Define
b. Delegate
c. Describe
d. Direct
A support center analyst is asked to install an illegal copy of a software application on a laptop
owned by the organization and escalates the request to you. What leadership competency do
you display when you contact the end user to explain the organization's policy preventing
installation of illegal software? - ANS-a. Enforcement of policies.
b. Personal accountability.
c. Strong service ethics.
d. Support for your staff.
"Our goal is to become the industry leader in technology infrastructure support and provide
best-in-class service to our customers." This is an example of what type of statement? - ANS-a.
Mission
b. Strategy
c. Value
d. Vision
What is an important component of a mission statement? - ANS-a. Department slogan
b. Organization name
, c. Value statement
d. Vision statement
What is a key function of the support organization? - ANS-a. Augment the support center when
call volume is high.
b. Provide end users with access to secure facilities when needed.
c. Reduce the impact of incidents and changes to the business.
d. Resolve incidents that are escalated by the support center.
You want to enable people to feel valued and motivated. What should you do in order to achieve
this? - ANS-a. Delegate fewer responsibilities
b. Improve your emotional intelligence
c. Perform more operational activities
d. Think more strategically
If a team member is emotionally hijacked, which is necessary before you speak to them? -
ANS-a. Allow them time to normalize.
b. Be assertive to get your point across.
c. Talk to your manager about them.
d. Speak to them slowly and clearly.
What is the last step of performing a cost/benefit analysis? - ANS-a. Calculate quantifiable cost
savings.
b. Create a return on investment report.
c. Identify productivity improvements.
d. Report time savings for employees
What is the purpose of completing a cost/benefit calculation? - ANS-a. Determine savings
associated with a project.
b. Document costs for accounting requirements.
c. Get approval for a project with low expenses.
d. Identify staff reductions to reduce expenses.
What is an important component to include in a job description for a support center analyst? -
ANS-a. Incident logging procedures.
b. First contact resolution percentage.
c. Communication style.
d. Technical skills requirements.
What part of an interview process should be conducted at the beginning of the interview
process? - ANS-a. Identify position requirements.
b. Perform a skills gap analysis.
c. Perform a telephone interview.
d. Review the job description .
To become a more effective leader, where should you concentrate your improvement effort? -
ANS-a. Encouraging creativity
b. Executing operational plans
c. Performing actions yourself
d. Providing monetary incentives
Identifying future leaders can be done in what way? - ANS-a. Finding a person seeking a pay
increase that comes with promotion.
b. Finding a person willing to come to you with problems, and ask for solutions.
c. Finding someone with a questionable view of the business and the team .
d. Finding someone who has proven themselves to be a trustworthy person.
What are the four steps in the project management process? - ANS-a. Analysis, Design ,
Production, Closing
b. Development, Planning, Closing, Review
c. Initiation, Design, Production, Closing
d. Initiation, Monitoring, Production , Closing
What component of the "4D" rule utilized in effective time management practices involves
having another person assist with completing a task? - ANS-a. Define
b. Delegate
c. Describe
d. Direct
A support center analyst is asked to install an illegal copy of a software application on a laptop
owned by the organization and escalates the request to you. What leadership competency do
you display when you contact the end user to explain the organization's policy preventing
installation of illegal software? - ANS-a. Enforcement of policies.
b. Personal accountability.
c. Strong service ethics.
d. Support for your staff.
"Our goal is to become the industry leader in technology infrastructure support and provide
best-in-class service to our customers." This is an example of what type of statement? - ANS-a.
Mission
b. Strategy
c. Value
d. Vision
What is an important component of a mission statement? - ANS-a. Department slogan
b. Organization name
, c. Value statement
d. Vision statement
What is a key function of the support organization? - ANS-a. Augment the support center when
call volume is high.
b. Provide end users with access to secure facilities when needed.
c. Reduce the impact of incidents and changes to the business.
d. Resolve incidents that are escalated by the support center.
You want to enable people to feel valued and motivated. What should you do in order to achieve
this? - ANS-a. Delegate fewer responsibilities
b. Improve your emotional intelligence
c. Perform more operational activities
d. Think more strategically
If a team member is emotionally hijacked, which is necessary before you speak to them? -
ANS-a. Allow them time to normalize.
b. Be assertive to get your point across.
c. Talk to your manager about them.
d. Speak to them slowly and clearly.
What is the last step of performing a cost/benefit analysis? - ANS-a. Calculate quantifiable cost
savings.
b. Create a return on investment report.
c. Identify productivity improvements.
d. Report time savings for employees
What is the purpose of completing a cost/benefit calculation? - ANS-a. Determine savings
associated with a project.
b. Document costs for accounting requirements.
c. Get approval for a project with low expenses.
d. Identify staff reductions to reduce expenses.
What is an important component to include in a job description for a support center analyst? -
ANS-a. Incident logging procedures.
b. First contact resolution percentage.
c. Communication style.
d. Technical skills requirements.
What part of an interview process should be conducted at the beginning of the interview
process? - ANS-a. Identify position requirements.
b. Perform a skills gap analysis.
c. Perform a telephone interview.
d. Review the job description .
