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HDI Service Desk Manager (SDM) Sample Questions:

1. What are three purposes of a customer satisfaction survey?
(Choose 3)

A) Find out if the customers are talking to outsourcing companies.
B) Find out what customers think of IT services.
C) Benchmark customer satisfaction.
D) Identify the quality of customer usage of IT Services.
E) Identify new services or products that customers indicate they require.

2. Which two statements best describe leadership in a Service Desk?
(Choose 2)

A) A Service Desk leader sides with staff against customers.
B) A Service Desk leader leads by example.
C) A Service Desk leader focuses on process rather than efficiency.
D) A Service Desk leader defines the tasks required.

3. Why is a code of conduct important in a successful support environment?
(Choose 1)

A) A code of conduct provides clarity of penalties for all complaints.
B) A code of conduct ensures the expected behaviour of other staff towards Service Desk personnel.
C) A code of conduct describes what behaviour is deemed to be ethical.
D) A code of conduct documents exceptions to the rules.
E) A code of conduct ensures compliance from all employees.

4. If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A) Ask a colleague on the service desk to take the call instead of you.
B) Ask the customer if a colleague at their site can help with the conversation.
C) Ask the customer to e-mail them later.
D) Ask the customer to find a translation service and call you back.

5. Which of these models could you best use in an IT support environment?
(Choose 1)

A) Business support desk.
B) Virtual distributed Service Desk.
C) Virtual support desk.
D) Distributed contact centre.

Solutions:

Question # 1
Answer: B,C,E

Question # 2
Answer: B,D

Question # 3
Answer: C

Question # 4
Answer: A,B

Question # 5
Answer: C