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HDI Help Desk Manager Sample Questions:

1. What is the most likely benefit of having a good marketing strategy for the support center?

A) A good marketing strategy gives the support center's analysts more accountability.
B) A good marketing strategy decreases the support center's headcount.
C) A good marketing strategy increases awareness that the support center provides a return on investment (ROI).
D) A good marketing strategy decreases the total cost of ownership for the support center.

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

3. 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 staffing requirements
C) the support center's implementation timelines
D) the support center's budget requirements

4. What is the primary purpose of problem management?

A) The primary purpose of problem management is to resolve incidents quickly.
B) The primary purpose of problem management is to reduce the number of incidents.
C) The primary purpose of problem management is to restore normal service.
D) The primary purpose of problem management is to eliminate the cause of incidents.

5. What are two benefits of external outsourcing compared to contract staffing? (Choose two)

A) fewer management issues
B) fewer employee benefit issues
C) the ability to easily extend the hours of support
D) the ability to handle peak periods associated with new technology rollouts

Solutions: