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HDI Help Desk Manager Sample Questions:

1. Which management task ensures the highest levels of customer satisfaction?

A) Performing random telephone survey withcustomer's and then recording the responses.
B) Evaluating customer responses against standards, and then making process changes.
C) Performing periodic reviews of satisfaction survey response
D) performing reviews of customer survey responses.

2. What is the most likely benefit of having a good marketing strategy for the support center?

A) A good marketing strategy decreases the support center's headcount.
B) A good marketing strategy gives the support center's analysts more accountability.
C) A good marketing strategy decreases the total cost of ownership for the support center.
D) A good marketing strategy increases awareness that the support center provides a return on investment (ROI).

3. What should you use to define a Help Desk's role in an organization?

A) job descriptions
B) goals and objectives
C) development plans
D) vision and mission statement

4. What is the best description of a hot continuity site?

A) A hot continuity site is required in frigid climates if equipment is sensitive to cold.
B) A hot continuity site is a continuity facility that has been identified but does not have any equipment installed.
C) A hot continuity site is a facility that is immediately available to be used without disruption to the customer.
D) A hot continuity site is a secondary location where a quick transfer can occur with minimal disruption to the customer.

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

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

Solutions: