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HDI Help Desk Manager Sample Questions:

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

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

2. Which action is most likely to help you develop clear strategies to help you run your support center?

A) Attend executive seminars.
B) Network with people in other organizations.
C) Deliver presentations to senior management.
D) Encourage your staff to participate in interdepartmental projects.

3. What is the most appropriate situation for providing deskside support?

A) Providedeskside support if you need to calm the customer down.
B) Providedeskside support if the support center is not busy.
C) Providedeskside support if the customer doesn't understand the service level agreement.
D) Providedeskside support if you must replace the customer's hardware.

4. What is the most likely benefit of implementing a knowledge management system in a support center?

A) Implementing a knowledge management system helps build rapport among teams in the support center.
B) Implementing a knowledge management system increases the customer's dependence upon support services.
C) Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
D) Implementing a knowledge management system supports computer-telephony integration.

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

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

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