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HDI Help Desk Manager Sample Questions:

1. What is a best practice for staying current on trends and technologies in the support industry?

A) Schedule a meeting with your chief information officer to ask question:s.
B) Seek the advice of people who are knowledgeable about the industry.
C) Subscribe to leading support industry publications.
D) Find articles that describe the support industry.

2. Which two methods are ideal for determining the expectations of key stakeholders? (Choose two)

A) call service providers
B) survey customers
C) survey focus groups
D) call other Help Desks

3. When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

A) notify the customer community
B) provide updates on the resolution status
C) direct all calls to voice mail
D) escalate the problem

4. A customer could not get through to a support representative when calling the Help Desk in the
morning. He had to call back later.
Which metric captures this situation?

A) Time in Queue
B) Abandonment Rate
C) First Call Resolution Rate
D) Average Speed Answer

5. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) reduced resolution rates
B) potential business growth
C) timely call avoidance
D) improved employee moral

Solutions: