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HDI Help Desk Manager Sample Questions:

1. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A) Recognize and reward the individual who handles the most calls
B) publish trend reports for the group as a whole
C) publish a list of agents ranked by who has the most talk time.
D) Recognize and reward the individual who has theleast :not available" time

2. A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?

A) staffing requirements
B) application requirements
C) historical requirements
D) scheduling requirements

3. Which two techniques are effective in preventing or eliminating customer conflict? (Choose two)

A) instructing the customer in problem resolution
B) matching voice modulation with the customer
C) empathizing with the customer during problem resolution
D) maintaining normal voice modulation with the customer

4. What are three benefits of mentoring programs? (Choose three)

A) They help retain personnel with optimal skills.
B) They allow team members potential growth opportunities.
C) They help team members develop strategic vision statements.
D) They help team members improve

5. Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)

A) review your team's structure for opportunities to leverage the skill mix
B) perform a job analysis to determine the required skills and temperament.
C) review salary expectations in relation to departmental constraints
D) involve model team members in the interview and selection process

Solutions: