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HDI Help Desk Manager Sample Questions:

1. Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?

A) contingency plans
B) UPS usage reports
C) Gap analysis reports
D) call answer plans

2. Monthly performance evaluations keep analysts informed of their performance. What are two other reasons a manager should use these evaluations? (Choose two)

A) to determine the required skills
B) to determine the proper temperament
C) to determine the properinsourcing/outsourcing levels
D) to establish the required Service Level Agreements

3. Which commonly used technology supports workflow management within a Call Management System?

A) broadcast messaging devices
B) voice mail
C) fax
D) automated alerts

4. Which management task ensures the highest levels of customer satisfaction?

A) Evaluating customer responses against standards, and then making process changes.
B) Performing periodic reviews of satisfaction survey response
C) Performing random telephone survey withcustomer's and then recording the responses.
D) performing reviews of customer survey responses.

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

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

Solutions: