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HDI Help Desk Manager Sample Questions:

1. What statement best describes leadership in a support center?

A) A support center leader decides what needs to be accomplished.
B) A support center leader is an ongoing champion of service excellence.
C) A support center leader focuses on process rather than efficiency.
D) A support center leader sides with staff against customers.

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

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

3. Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem solving abilities? (Choose three)

A) experience
B) intelligence
C) specialization knowledge in a discipline
D) formal education

4. What should the Help Desk consider when working with different customers?

A) Customers who work for the same company have similar expectations
B) All customers consider their problem to be an emergency
C) All customers are unique individuals with their own perceptions
D) All customers have similar expectations regarding quality service

5. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) improved employee moral
B) reduced resolution rates
C) timely call avoidance
D) potential business growth

Solutions: