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HDI Help Desk Manager Sample Questions:

1. What is the benefit of outsourcing compared to insourcing?

A) lower capital cost for equipment and systems
B) improved quality
C) greater control of support resources
D) improved average speed of answer

2. Which three statements about effective inter-departmental relationships are true? (Choose three)

A) Management responsibilities are shared
B) Information is shared among departments within your organization
C) Other departments are supported even when they make a mistake
D) You treat people in your organization as they were your customer

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

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

4. What is a best practice for managing the bottom line performance of the support center?

A) Make progress reports optional for your staff.
B) Consider the impact to your team before making decisions.
C) Focus on the technological aspects of the support center.
D) Ensure that expectations for deliverables are clearly understood.

5. Which two actions ensure consistent customer service? (Choose two)

A) acknowledge the benefit of the customer's idea
B) ascertain that priority and severity levels are congruent
C) ensure that customers are aware of Help Desk contributions
D) provide everyone on the Help Desk with similar training

Solutions: