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HDI Help Desk Manager Sample Questions:

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

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

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

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

3. What is a best practice for building trusting relationships with other support groups?

A) Participate in quality assurance testing for new releases.
B) Market the support center's accomplishments.
C) Implement service level reporting.
D) Honor commitments you have made.

4. What are two roles of expert systems in Help Desk applications? (Choose two)

A) to provide a direct channel to vendor's marketing departments for new systems
B) to provide Help Desk analysts with answers to every customer question:
C) to narrow down the type of problem and suggest resolutions
D) to provide assistances to second-level analysts for more advanced troubleshooting

5. What is the best way to manage multiple demands on your time?

A) Work through your lunch breaks.
B) Arrive at work an hour before your scheduled work hours.
C) Cancel meetings to save time.
D) Delegate tasks where possible.

Solutions: