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HDI Help Desk Manager Sample Questions:

1. What statement best describes leadership in a support center?

A) A support center leader sides with staff against customers.
B) A support center leader is an ongoing champion of service excellence.
C) A support center leader focuses on process rather than efficiency.
D) A support center leader decides what needs to be accomplished.

2. What is the best way to prepare your support center to take international calls?

A) Use industry best practices as a benchmark and study other groups that provide similar support services.
B) Interview each analyst to determine whether your analysts want to take international calls.
C) Find ways to hire analysts that speak all of the languages that will require support services.
D) Ask management for budget money to train all of your analysts in the languages that will be required by the project.

3. Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outages.
What helps you prepare for the upcoming days?

A) call answer plans
B) UPS usage reports
C) Gap analysis reports
D) contingency plans

4. Service Level Agreement document the level of service provided as well as the level at which service is provided by which two parties? (Choose two)

A) service provider
B) stake holder
C) Service-level managers
D) Help Desk manager
E) customer

5. Which three statements describe how to use recognition and rewards to retain people with optional skills and good personal traits? (Choose three)

A) reward actions that support the team's vision and business goals
B) link rewards to specific behaviors in a timely fashion
C) publicly post individual performance rankings
D) highlight both individual and team contributions at staff or team meetings.

Solutions: