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HDI Help Desk Manager Sample Questions:

1. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) demonstrate your commitment to the organization
B) seek feedback from the analysts on job difficulties
C) produce individual and team performance reports
D) take the time to recruit and hire new employees

2. What is the first step to take when calculating return on investment (ROI)?

A) Determine costs.
B) Collect data.
C) Identify intangible benefits.
D) Report results.

3. Which three statements about effective inter-departmental relationships are true? (Choose three)

A) Management responsibilities are shared.
B) Other departments are supported even when they make a mistake
C) You treat people in your organization as if they were your customer
D) Information is shared among departments within your organization

4. What should analysts do to ensure that a shared work environment is effective?

A) make the environment as comfortable as possible with pictures and colors
B) use discretion and courtesy
C) play music to reduce stress levels
D) allow employees to adjust their workstations to meet their personal needs

5. Which three metric calculations impact customer satisfaction? (Choose three)

A) First Call Resolution Rate
B) Abandonment Rate
C) Averaged Speed of Answer
D) Average Talk Time
E) AverageAfter Call Work Time

Solutions: