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HDI Help Desk Manager Sample Questions:

1. What is the best description of a briefing?

A) A briefing is a team meeting that is held regularly.
B) A briefing is a one-on-one meeting with an employee.
C) A briefing is a short meeting used to communicate status updates.
D) A briefing is a written update to senior management.

2. What are two ways to understand and value cultural difference ? (Choose two)

A) take a course in cross-cultural studies
B) study the business practices of successful multinational business
C) take a course in business administration
D) study the business practices in relation to the mission statement

3. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A) Recognize and reward the individual who handles the most calls
B) publish a list of agents ranked by who has the most talk time.
C) publish trend reports for the group as a whole
D) Recognize and reward the individual who has theleast :not available" time

4. 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) application requirements
B) staffing requirements
C) scheduling requirements
D) historical requirements

5. What should be addressed in a support center's marketing plan?

A) the support center's implementation timelines
B) the support center's budget requirements
C) the support center's staffing requirements
D) the support center's role in the corporate vision

Solutions: