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HDI Help Desk Manager Sample Questions:

1. What is the best reason for having security policies in a support center?

A) Security policies ensure that security is everyone's concern.
B) Security policies safeguard the support center's staff from liability.
C) Security policies are required by IT management.
D) Security policies protect the company and its customers from unauthorized access.

2. Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A) Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.
B) Management believes that call volumes will remain at the current levels for the next several years.
C) Management believes that staffing loads have peaked and that things should slow down over the next two weeks.
D) Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.

3. What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two)

A) non-verbal communications
B) written documentation
C) past performance problems
D) verbal communications

4. Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)

A) instant messenger
B) voice mail
C) overnight express mail
D) e-mail
E) white boards

5. What is the relationship between the support center's average speed to answer and its abandon rate?

A) If the average speed to answer is high then the abandon rate is likely to be low.
B) The average speed to answer has no effect on the abandon rate.
C) If the average speed to answer is high then the abandon rate is likely to be high.
D) If the average speed to answer is low then the abandon rate is likely to be high.

Solutions: