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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. Which statement about contract staffing is true?

A) Contract employees receive more benefits than full-time employees
B) Contract employees are allowed to work hours that are not specifically defined by their company.
C) Contract employees may hinder teamwork if they do not work closely with full-time employees
D) Contract employees can only be let go by their company.

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

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

4. 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) Publish a list of agents ranked by who has the most talk time
B) Recognize and reward the individual who handles the most calls
C) Recognize and reward the individual who has the least "notavailable"time.
D) Publish trend reports for the group as a whole

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

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

Solutions: