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HDI Help Desk Manager Sample Questions:

1. Which three methods clarify understanding of organizational missions, strategies, weakness, and capabilities? (Choose three)

A) round-table meeting with employees
B) focus groups
C) interviews with key stakeholders, customers, and leaders
D) consistent and right-impact feedback to team members

2. 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) The feedback may indicate whether or not you are meeting your mission
C) Customers are more likely to provide responses of futuresurvey's
D) Customers care how your Help Desk is doing

3. Which three statements about contract staffing are true? (Choose three)

A) It provides the ability to manage periodic peaks in workloads
B) It allows the company to "try before they buy"
C) It can reduce the time it takes for agents to be effective on the phone.
D) It enhances teamwork

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

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

5. Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A) Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
B) Management believes that call volumes will remain at the current levels for the next several years.
C) Management believes that staffing loads have peaked and that things should slow down over the next two weeks.
D) Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.

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