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HDI Help Desk Manager Sample Questions:

1. What is the most important part of creating and delivering presentations?

A) Include microscopic details in your presentation materials.
B) Focus on the content and the message of the presentation.
C) Use cutting edge and visually impressive presentation media.
D) Direct the presentation to the most important attendees.

2. Which two items should you consider before making Help Desk operational decisions? (Choose two)

A) cost versus benefit
B) employee opinion
C) implications to other business units.
D) personal preference

3. What should you do to ensure that your Help Desk support strategies align with the organization being supported?

A) propose the highest level of support possible
B) study best practices for top performing organizations and set your strategies accordingly
C) minimize cost
D) consider the impact of the proposed services on the success of the organization as a whole

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

5. Which factor has the greatest effect on business continuity planning?

A) The return on investment (ROI)
B) The cost of downtime to the business
C) The location of the support center
D) The price of implementing the plan

Solutions: