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HDI Help Desk Manager Sample Questions:

1. Call volume increases whenever a new release of software is deployed, causing an increase in the
Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in
there months.
What helped you make your decision? (Choose two)

A) disaster recovery
B) trend analysis
C) workforce scheduling
D) change management
E) quality assurance

2. Customer satisfaction surveys provide feedback on ____(Choose two)

A) how well you are fulfilling your mission
B) corporate directives
C) how to create levels of service that are negotiated and standardized
D) your Help Desk's performance

3. What are three reasons that companies institute security programs? (Choose three)

A) lower costs
B) corporate responsibility
C) loss potential
D) legal mandate

4. What is the primary purpose of customer satisfaction surveys?

A) Customer satisfaction surveys determine if the support center is following the service level agreement.
B) Customer satisfaction surveys establish a basis for future pay raises.
C) Customer satisfaction surveys identify what customers feel is important.
D) Customer satisfaction surveys show upper management that the support center is busy.

5. If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the ____

A) Human Resources Director
B) employee
C) manager
D) employee's colleagues

Solutions: