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HDI Help Desk Manager Sample Questions:

1. What is the primary purpose of customer satisfaction surveys?

A) Customer satisfaction surveys establish a basis for future pay raises.
B) Customer satisfaction surveys identify what customers feel is important.
C) Customer satisfaction surveys show upper management that the support center is busy.
D) Customer satisfaction surveys determine if the support center is following the service level agreement.

2. An analyst comes to you with several ideas on how to solve your slow network-connection
protection problem. Your network support team is responsible for solving this problem and is
presently working on it. You decide to let the analyst fix the problem.
Which three leadership practices did you use? (Choose three)

A) encourage participation
B) encourage others to take initiative
C) encourage others to be creative
D) encourage positive perspective within teams

3. Which three statements regarding the Help Desk and customer perceptions are true? (Choose three)

A) A bad interaction can initiate a customer's split-second decision to continue doing business with you.
B) Mediocre service is generally acceptable if the customer likes you personally.
C) A positive interaction can initiate a customer's split-second decision to continue doing business with you.
D) Mediocre service can cause a customer's gradually to want to do business somewhere else.

4. What is a best practice for staying current on trends and technologies in the support industry?

A) Schedule a meeting with your chief information officer to ask question:s.
B) Subscribe to leading support industry publications.
C) Seek the advice of people who are knowledgeable about the industry.
D) Find articles that describe the support industry.

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

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

Solutions: