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HDI Help Desk Manager Sample Questions:

1. Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two)

A) analyst training
B) analyst interviews
C) analyst focus groups
D) analyst reviews

2. What are two roles of expert systems in Help Desk applications? (Choose two)

A) to provide assistances to second-level analysts for more advanced troubleshooting
B) to provide a direct channel to vendor's marketing departments for new systems
C) to provide Help Desk analysts with answers to every customer question:
D) to narrow down the type of problem and suggest resolutions

3. What is a key principle of negotiation with customers?

A) Determine the customer's underlying need and seek a mutually beneficial solution.
B) Focus on the individual rather than on the resolution.
C) Seek a solution that aligns with support center policies and processes.
D) Stick to the facts and ignore the customer's emotions.

4. What should be addressed in a support center's marketing plan?

A) the support center's role in the corporate vision
B) the support center's budget requirements
C) the support center's staffing requirements
D) the support center's implementation timelines

5. When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

A) the Abandonment Rate
B) the resolution of the problem
C) the Average Speed of Answer
D) the quality of the data

Solutions: