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HDI Help Desk Manager Sample Questions:

1. Organizational development needs are determined by which three methods? (Choose three)

A) skill gap analysis
B) position profiling
C) project analysis
D) individual assessment

2. Which commonly used technology supports workflow management within a Call Management System?

A) broadcast messaging devices
B) voice mail
C) automated alerts
D) fax

3. Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

A) days and hours of service
B) call flows
C) training material
D) products supported

4. What is the primary purpose of customer satisfaction surveys?

A) Customer satisfaction surveys identify what customers feel is important.
B) Customer satisfaction surveys establish a basis for future pay raises.
C) Customer satisfaction surveys show upper management that the support center is busy.
D) Customer satisfaction surveys determine if the support center is following the service level agreement.

5. What is the best description of multitasking in a support center?

A) Multitasking is the ability to work on a number of tasks simultaneously while remaining effective.
B) Multitasking is taking as many calls as possible with the fewest number of analysts.
C) Multitasking is dealing with incidents and problems simultaneously.
D) Multitasking is managing the support center without help from your team.

Solutions: