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HDI Help Desk Manager Sample Questions:

1. What is the primary purpose of customer satisfaction surveys?

A) Customer satisfaction surveys determine if the support center is following the service level agreement.
B) Customer satisfaction surveys establish a basis for future pay raises.
C) Customer satisfaction surveys identify what customers feel is important.
D) Customer satisfaction surveys show upper management that the support center is busy.

2. An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)

A) encourage others to be creative
B) encourage positive perspective within teams
C) encourage others to take initiative
D) encourage participation

3. What should analysts do to ensure that a shared work environment is effective?

A) play music to reduce stress levels
B) allow employees to adjust their workstations to meet their personal needs
C) use discretion and courtesy
D) make the environment as comfortable as possible with pictures and colors

4. What is the best description of multitasking in a support center?

A) Multitasking is dealing with incidents and problems simultaneously.
B) Multitasking is taking as many calls as possible with the fewest number of analysts.
C) Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
D) Multitasking is managing the support center without help from your team.

5. Service Level Agreement document the level of service provided as well as the level at which service is provided by which two parties? (Choose two)

A) customer
B) Service-level managers
C) service provider
D) Help Desk manager
E) stake holder

Solutions: