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HDI Help Desk Manager Sample Questions:

1. What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)

A) promote information sharing and learning
B) put procedures in place for screening potential ideas.
C) Require a formal plan before consideration of new ideas.
D) put processes in place for encouraging creativity
E) Prevent open discussions of new technologies at work.

2. 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) First Call Resolution Rate
C) Average Speed of Answer
D) Abandonment Rate

3. Which two actions ensure consistent customer service? (Choose two)

A) provide everyone on the Help Desk with similar training
B) ensure that customers are aware of Help Desk contributions
C) acknowledge the benefit of the customer's idea
D) ascertain that priority and severity levels are congruent

4. Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)

A) perform a job analysis to determine the required skills and temperament.
B) review your team's structure for opportunities to leverage the skill mix
C) review salary expectations in relation to departmental constraints
D) involve model team members in the interview and selection process

5. Which three statements about effective inter-departmental relationships are true? (Choose three)

A) Information is shared among departments within your organization
B) Other departments are supported even when they make a mistake
C) Management responsibilities are shared.
D) You treat people in your organization as if they were your customer

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