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HDI Help Desk Manager Sample Questions:

1. Which three statements about contract staffing are true? (Choose three)

A) It can reduce the time it takes for agents to be effective on the phone.
B) It allows the company to "try before they buy"
C) It provides the ability to manage periodic peaks in workloads
D) It enhances teamwork

2. What is the best description of remote control?

A) Remote control allows the customer to control which analyst will provide support.
B) Remote control allows the analyst to control which applications a customer can use from a remote location.
C) Remote control allows the analyst to take control of the customer's PC from a remote location.
D) Remote control allows the analyst's supervisor to take control of a call from a remote location.

3. What are two benefits of external outsourcing?

A) It allows rapid improvement in support quality without impacting the customers being supported
B) It improves teamwork
C) It frees up space and equipment for internal growth.
D) It allows management to focus on the quality of the service provided rather than on the processes for delivering the service

4. What should the Help Desk consider when working with different customers?

A) All customers have similar expectations regarding quality service
B) All customers are unique individuals with their own perceptions
C) Customers who work for the same company have similar expectations
D) All customers consider their problem to be an emergency

5. How do you calculate ROI (Return On Investment)?

A) (Value - Cost) / Cost * 100
B) (Value + Cost) / Cost * 100
C) (Value * Cost) / Cost * 100
D) It is not possible to calculate.

Solutions: