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HDI Help Desk Manager Sample Questions:

1. How do you calculate ROI (Return On Investment)?

A) It is not possible to calculate.
B) (Value + Cost) / Cost * 100
C) (Value - Cost) / Cost * 100
D) (Value * Cost) / Cost * 100

2. What is the best way to prepare your support center to take international calls?

A) Interview each analyst to determine whether your analysts want to take international calls.
B) Use industry best practices as a benchmark and study other groups that provide similar support services.
C) Find ways to hire analysts that speak all of the languages that will require support services.
D) Ask management for budget money to train all of your analysts in the languages that will be required by the project.

3. Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A) Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.
B) Management believes that call volumes will remain at the current levels for the next several years.
C) Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
D) Management believes that staffing loads have peaked and that things should slow down over the next two weeks.

4. What is the best description of a briefing?

A) A briefing is a one-on-one meeting with an employee.
B) A briefing is a team meeting that is held regularly.
C) A briefing is a written update to senior management.
D) A briefing is a short meeting used to communicate status updates.

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

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

Solutions: