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HDI Help Desk Manager Sample Questions:

1. What are three common problems when supporting global customers? (Choose three)

A) Global network downtime occurs frequently.
B) Problems are not communicated clearly.
C) Different technologies are found in different countries.
D) Service expectations vary from country to country.

2. Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current practice" they are using?

A) stat reviews
B) gap analysis
C) regional trend analysis
D) analyst reviews

3. Which two benefits do managers receive for conducting customer satisfaction surveys and reporting the results? (Choose two)

A) Customers care how your Help Desk is doing
B) Help Desk performance can be measured against expectations
C) Customers are more likely to provide responses of futuresurvey's
D) The feedback may indicate whether or not you are meeting your mission

4. What is the best reason for taking risks to find a solution to a customer's problem?

A) Taking risks is appropriate if the risk is directly connected to service delivery.
B) Taking risks is appropriate if the customer is aware that there is an element of risk in what you are suggesting.
C) Taking risks is appropriate if the risk will not adversely affect the technical infrastructure.
D) Taking risks is appropriate if the customer is threatening to take the issue higher.

5. When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

A) the Abandonment Rate
B) the resolution of the problem
C) the quality of the data
D) the Average Speed of Answer

Solutions: