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HDI Help Desk Manager Sample Questions:

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

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

2. What is deductive reasoning based on?

A) Future trends prediction
B) a general consensus of opinion
C) Logical steps and analysis
D) Internet research

3. What should you consider when performing workforce scheduling and resource planning? (Choose three)

A) the random nature of call arrival patterns
B) insourcing and outsourcing procedures
C) the need to identify required staffing based on projected volume
D) how to project future workloads based on past request arrival patterns

4. What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three)

A) put processes in place for encouraging creativity
B) put procedures in place for screening potential ideas.
C) Prevent open discussions of new technologies at work.
D) promote information sharing and learning
E) Require a formal plan before consideration of new ideas.

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

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

Solutions: