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HDI Help Desk Manager Sample Questions:

1. To provide better service, a customer gives your Help Desk remote access privileges to their system. What are theses privileges known as?

A) substantial
B) moral
C) integral
D) confidential

2. Which factor has the greatest effect on business continuity planning?

A) The cost of downtime to the business
B) The price of implementing the plan
C) The location of the support center
D) The return on investment (ROI)

3. How can you provide direction in times of confusion or ambiguity?

A) Authorize the team leader to conduct team building activities to strengthen team ties.
B) Centralize communication to ensure that all team members get accurate information
C) create a sense of trust in subordinates by not personally making decisions.
D) Create a sense of control in subordinates by allowing team leaders to make critical decisions without Guidance.

4. Which three metric calculations impact customer satisfaction? (Choose three)

A) Abandonment Rate
B) First Call Resolution Rate
C) Average Talk Time
D) Averaged Speed of Answer
E) AverageAfter Call Work Time

5. What is a best practice for staying current on trends and technologies in the support industry?

A) Find articles that describe the support industry.
B) Schedule a meeting with your chief information officer to ask question:s.
C) Subscribe to leading support industry publications.
D) Seek the advice of people who are knowledgeable about the industry.

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