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HDI Help Desk Manager Sample Questions:

1. When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

A) direct all calls to voice mail
B) notify the customer community
C) escalate the problem
D) provide updates on the resolution status

2. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) seek feedback from the analysts on job difficulties
B) demonstrate your commitment to the organization
C) take the time to recruit and hire new employees
D) produce individual and team performance reports

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

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

4. Which statement about contract staffing is true?

A) Contract employees can only be let go by their company.
B) Contract employees receive more benefits than full-time employees
C) Contract employees may hinder teamwork if they do not work closely with full-time employees
D) Contract employees are allowed to work hours that are not specifically defined by their company.

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

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

Solutions: