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HDI Help Desk Manager Sample Questions:
1. What tool commonly found in support centers has the ability to track analyst availability, generate call information, and transfer calls?
A) Personal digital assistant
B) Automatic call distributor
C) Remote control
D) Customer management system
2. What are two enabling factors of the HDI Certified Support Center model? (Choose two)
A) satisfaction
B) results
C) leadership
D) resources
3. What is the primary role of the support center in most organizations?
A) The primary role of the support center is to be a strategic asset to the organization it serves.
B) The primary role of the support center is to provide technical support services to executives.
C) The primary role of the support center is to ensure that metrics are maintained and distributed.
D) The primary role of the support center is to make sure that all service levels are met.
4. What is the best description of a good leader?
A) A good leader demands performance from the team.
B) A good leader dictates to the team.
C) A good leader dominates the team.
D) A good leader inspires the team.
5. Which action is most likely to help you develop clear strategies to help you run your support center?
A) Encourage your staff to participate in interdepartmental projects.
B) Attend executive seminars.
C) Network with people in other organizations.
D) Deliver presentations to senior management.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C,D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: C |
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