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HDI Help Desk Manager Sample Questions:

1. 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) provide updates on the resolution status
C) direct all calls to voice mail
D) notify the customer community

2. Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming
snow storm is expected to cause power outages.
What helps you prepare for the upcoming days?

A) Gap analysis reports
B) contingency plans
C) UPS usage reports
D) call answer plans

3. What best describes the role of the support center in the change management process?

A) the support archives change report for the knowledge base
B) The support center tracks theimpactthe change has on customers.
C) The support center authorizes the change after assessing its impact.
D) The support center documents customer queries to change

4. What is the primary difference between incident management and problem management?

A) Problem management deals with conflicts within a service levelagreement;incident managment is independent of the service level agreement level agreement.
B) problemmanagment prevents customers from calling;incident management handles calls when customers do call.
C) Problemmanagment is focused on helping customers;incident management is focused on processes and procedures.
D) Problem management finds and eliminates the underlying causes ofproblems;incident managment resolves incidents as quickly as possible as possible.

5. What is the best description of benchmarking in a support center?

A) Benchmarking is a comparative study of the support center's performance against comparable organizations.
B) Benchmarking is allowing your support staff to determine the method it will use to provide service.
C) Benchmarking is a marketing tool that increases the support center's visibility to its customers.
D) Benchmarking is determining whether the knowledge base is complete and filling in any gaps.

Solutions: