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HDI Help Desk Manager Sample Questions:

1. What should be clearly communicated to stakeholders when marketing a support center?

A) the support center's infrastructure requirements
B) the support center's implementation timelines
C) the support center's effect on operational productivity
D) the support center's staffing requirements

2. A customer could not get through to a support representative when calling the Help Desk in the
morning. He had to call back later.
Which metric captures this situation?

A) Average Speed Answer
B) First Call Resolution Rate
C) Time in Queue
D) Abandonment Rate

3. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) improved employee morale
B) potential business growth
C) reduced resolution rates
D) timely call avoidance

4. An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)

A) encourage participation
B) encourage others to take initiative
C) encourage others to be creative
D) encourage positive perspective within teams

5. Which analysis report helps a manager determine the need for additional organizational skill development?

A) project analysis
B) job analysis
C) gap analysis
D) analyst analysis

Solutions: