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HDI Help Desk Manager Sample Questions:

1. You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)

A) Customers are better trained
B) Systemare more stable and mature.
C) Business functions are outsourced
D) Overall business/workforce is reduced.
E) Customers are more experienced

2. Call volume increases whenever a new release of software is deployed, causing an increase in the
Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in
there months.
What helped you make your decision? (Choose two)

A) trend analysis
B) quality assurance
C) change management
D) disaster recovery
E) workforce scheduling

3. What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two)

A) potential business growth
B) reduced resolution rates
C) improved employee moral
D) timely call avoidance

4. Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem solving abilities? (Choose three)

A) formal education
B) experience
C) intelligence
D) specialization knowledge in a discipline

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

Solutions:

Question # 1 Answer: A,B,E

Question # 2 Answer: A,E

Question # 3 Answer: A,C

Question # 4 Answer: B,C,D

Question # 5 Answer: A,B