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HDI Help Desk Manager Sample Questions:

1. Which concept refers to identifying required staffing based on projected volume?

A) insourcing
B) outsourcing
C) trend awareness
D) resource planning

2. What should the Help Desk consider when working with different customers?

A) All customers have similar expectations regarding quality service
B) All customers consider their problem to be an emergency
C) Customers who work for the same company have similar expectations
D) All customers are unique individuals with their own perceptions

3. Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)

A) days and hours of service
B) training material
C) call flows
D) products supported

4. Organizational development needs are determined by which three methods? (Choose three)

A) skill gap analysis
B) individual assessment
C) position profiling
D) project analysis

5. What is the most appropriate situation for providing deskside support?

A) Providedeskside support if you must replace the customer's hardware.
B) Providedeskside support if the customer doesn't understand the service level agreement.
C) Providedeskside support if you need to calm the customer down.
D) Providedeskside support if the support center is not busy.

Solutions: