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HDI Help Desk Manager Sample Questions:

1. Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

A) empowerment from management
B) use of visual status boards
C) access to computer telephony technologies
D) specific statement of performance expectations

2. How can you motivate others to seek guidance?

A) provide incentives that are challenging yet attainable
B) emphasize changing behaviors rather than people
C) Evaluate performance of team members and provide support to facilitate optimum performance
D) use personal visits as an opportunity for employee feedback, support, and mentoring

3. What is the most commonly used technology in the support center?

A) Self-help
B) E-mail
C) Remote control
D) Telephony

4. Which management task ensures the highest levels of customer satisfaction?

A) Evaluating customer responses against standards, and then making process changes.
B) Performing random telephone survey withcustomer's and then recording the responses.
C) performing reviews of customer survey responses.
D) Performing periodic reviews of satisfaction survey response

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

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

Solutions: