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HDI Help Desk Manager Sample Questions:

1. What is a best practice for staying current on trends and technologies in the support industry?

A) Subscribe to leading support industry publications.
B) Schedule a meeting with your chief information officer to ask question:s.
C) Find articles that describe the support industry.
D) Seek the advice of people who are knowledgeable about the industry.

2. What are three steps in an employee gap analysis? (Choose three)

A) list the skills of each employee and compare them to each other
B) Compare the variance in an employee's current skills to the required for a specific job for which an employee is being considered (or the employee's current position)
C) compare the job skills for the employee's current position to the skills required for the next job level.
D) identify employee skills

3. Which three statements about effective inter-departmental relationships are true? (Choose three)

A) Information is shared among departments within your organization
B) Other departments are supported even when they make a mistake
C) You treat people in your organization as if they were your customer
D) Management responsibilities are shared.

4. A customer could not get through to a support representative when calling the Help Desk in the
morning. He had to call back later.
Which metric captures this situation?

A) Average Speed of Answer
B) Time in Queue
C) First Call Resolution Rate
D) Abandonment Rate

5. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A) publish a list of agents ranked by who has the most talk time.
B) publish trend reports for the group as a whole
C) Recognize and reward the individual who has theleast :not available" time
D) Recognize and reward the individual who handles the most calls

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