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HDI Help Desk Manager Sample Questions:

1. How can you motivate others to seek guidance?

A) Evaluate performance of team members and provide support to facilitate optimum performance.
B) emphasize changing behaviors rather than people.
C) Provide incentives that are challenging yet attainable
D) Use personal visits as an opportunity for employee feedback, support, and mentoring

2. What is the primary benefit of having security policies in a support center?

A) Security policies ensure that customers cannot carry out illegal transactions.
B) Security policies allow the support center to stay open later.
C) Security policies limit Internet access for all of the company's employees.
D) Security policies protect the company in the event of data loss.

3. What is the most important element of a successful support center with regard to the customer?

A) Contacting the customer on time
B) Tracking customer interactions
C) Surveying the customer
D) Satisfying the customer

4. An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you still decide to implement your off-schedule shift change. Which leadership trait does this show?

A) the ability to encourage team participation
B) the ability to discourage one-person domination
C) the ability to execute a plan despite adverse conditions
D) the ability to identify unpopular decisions as still necessary

5. Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two)

A) telephone
B) Call Management Systems
C) e-mail
D) web
E) Broadcast messaging devices

Solutions: