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HDI Help Desk Manager Sample Questions:
1. What are three benefits of mentoring programs? (Choose three)
A) They allow team members potential growth opportunities.
B) They help team members develop strategic vision statements.
C) They help team members improve
D) They help retain personnel with optimal skills.
2. You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)
A) Customers are better trained
B) Overall business/workforce is reduced.
C) Systemare more stable and mature.
D) Customers are more experienced
E) Business functions are outsourced
3. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
A) be active in the implementation plan for new products
B) meet regularly with focus groups and team members to evaluates past performances.
C) meet regularly with stakeholders to determine training gaps
D) be prepared to add staff should a new service fail
4. Which statement about contract staffing is true?
A) Contract employees can only be let go by their company.
B) Contract employees receive more benefits than full-time employees
C) Contract employees are allowed to work hours that are not specifically defined by their company.
D) Contract employees may hinder teamwork if they do not work closely with full-time employees
5. What is a best practice for building trusting relationships with other support groups?
A) Implement service level reporting.
B) Honor commitments you have made.
C) Participate in quality assurance testing for new releases.
D) Market the support center's accomplishments.
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: A,C,D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |






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