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HDI Help Desk Manager Sample Questions:

1. What best describes the role of the support center in the change management process?

A) The support center documents customer queries to change
B) the support archives change report for the knowledge base
C) The support center tracks theimpactthe change has on customers.
D) The support center authorizes the change after assessing its impact.

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

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

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

4. You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)

A) Customers are better trained
B) Business functions are outsourced
C) Customers are more experienced
D) Overall business/workforce is reduced.
E) Systemare more stable and mature.

5. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A) be active in the implementation plan for new products
B) meet regularly with focus groups and team members to evaluates past performances.
C) meet regularly with stakeholders to determine training gaps
D) be prepared to add staff should a new service fail

Solutions: