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HDI Help Desk Manager Sample Questions:

1. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A) SCHEDULING REQUIREMENTS
B) STAFFING REQUIREMENTS
C) HISTORICAL REQUIREMENTS
D) APPLICATION REQUIREMENTS

2. What is the best reason for having security policies in a support center?

A) Security policies safeguard the support center's staff from liability.
B) Security policies protect the company and its customers from unauthorized access.
C) Security policies ensure that security is everyone's concern.
D) Security policies are required by IT management.

3. Which statement about contract staffing is true?

A) Contract employees can only be let go by their company.
B) Contract employees may hinder teamwork if they do not work closely with full-time employees
C) Contract employees are allowed to work hours that are not specifically defined by their company.
D) Contract employees receive more benefits than full-time employees

4. What is the relationship between the support center's average speed to answer and its abandon rate?

A) The average speed to answer has no effect on the abandon rate.
B) If the average speed to answer is high then the abandon rate is likely to be low.
C) If the average speed to answer is high then the abandon rate is likely to be high.
D) If the average speed to answer is low then the abandon rate is likely to be high.

5. What is an excellent form of feedback on the type of service and support you are providing to an organization?

A) customer surveys
B) customer complaints
C) manager surveys
D) manager complaints
E) analyst reviews
F) analyst complaints

Solutions: