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HDI Help Desk Manager Sample Questions:

1. Which two actions ensure consistent customer service? (Choose two)

A) provide everyone on the Help Desk with similar training
B) ensure that customers are aware of Help Desk contributions
C) acknowledge the benefit of the customer's idea
D) ascertain that priority and severity levels are congruent

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

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

3. What are two benefits of external outsourcing compared to contract staffing? (Choose two)

A) fewer employee benefit issues
B) the ability to easily extend the hours of support
C) the ability to handle peak periods associated with new technology rollouts
D) fewer management issues

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

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

5. What is the benefit of outsourcing compared to insourcing?

A) lower capital cost for equipment and systems
B) improved quality
C) improved average speed of answer
D) greater control of support resources

Solutions: