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HDI Help Desk Manager Sample Questions:

1. 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) Average Speed of Answer
C) First Call Resolution Rate
D) Time in Queue

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

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

3. Which three methods clarify understanding of organizational missions, strategies, strengths, weakness, and capabilities? (Choose three)

A) focus groups
B) round-table meetings with employees
C) consistent and high-impact feedback to team members
D) interview with key stakeholders, customers, and leaders

4. What are two advantages of Computer Telephony integration applications? (Choose two)

A) The manual logging of call-related information can be used for invoicing purposes.
B) It allows effective communication over the internet.
C) It reduces costs by increasing productivity.
D) It enables intelligent routing of calls.

5. What are three reasons that companies institute security programs? (Choose three)

A) legal mandate
B) lower costs
C) corporate responsibility
D) loss potential

Solutions: