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HDI Help Desk Manager Sample Questions:

1. What are three common problems when supporting global customers? (Choose three)

A) Problems are not communicated clearly.
B) Different technologies are found in different countries.
C) Global network downtime occurs frequently.
D) Service expectations vary from country to country.

2. When major system or application problems occur. Which two tasks should the Help Desk perform to minimize the Impact on customers? (Choose two)

A) notify the customer community
B) direct all calls to voice mail
C) provide updates on the resolution status
D) escalate the problem

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

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

4. What is a key principle of negotiation with customers?

A) Stick to the facts and ignore the customer's emotions.
B) Focus on the individual rather than on the resolution.
C) Determine the customer's underlying need and seek a mutually beneficial solution.
D) Seek a solution that aligns with support center policies and processes.

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

Solutions: