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HDI Help Desk Manager Sample Questions:

1. 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 low then the abandon rate is likely to be high.
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 low.
D) If the average speed to answer is high then the abandon rate is likely to be high.

2. You are supporting someone from a different culture. How can you improve your communication? (Choose three)

A) encourage the person to ask for clarification
B) use proper/standard language expressions (eliminate slang)
C) speak slowly and loudly
D) pause to verify understanding

3. What is a best practice for reducing costs in the support center?

A) Dismiss poor performers from their positions.
B) Reduce the number of calls that the support center takes.
C) Avoid measuring performances to save time.
D) Run the support center like a business.

4. What is a best practice for keeping employees satisfied and productive?

A) Organize regular social events paid for by the company.
B) Pay employees more than market rates.
C) Ensure that employees go on vacation at least twice annually.
D) Involve employees in making decisions and seek their feedback.

5. What is a best practice for ensuring that you are continuously learning?

A) Create an individual development plan for yourself.
B) Swap jobs with colleagues in other departments.
C) Go to industry shows every month.
D) Solicit Web site recommendations from colleagues.

Solutions: