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HDI Help Desk Manager Sample Questions:

1. What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

A) written documentation
B) past performance problems
C) non-verbal communications
D) verbal communications

2. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A) HISTORICAL REQUIREMENTS
B) STAFFING REQUIREMENTS
C) SCHEDULING REQUIREMENTS
D) APPLICATION REQUIREMENTS

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

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

4. A customer could not get through to a support representative when calling the Help Desk in the
morning. He had to call back later.
Which metric captures this situation?

A) First Call Resolution Rate
B) Abandonment Rate
C) Time in Queue
D) Average Speed of Answer

5. What is the first step to take when calculating return on investment (ROI)?

A) Determine costs.
B) Collect data.
C) Identify intangible benefits.
D) Report results.

Solutions: