HDI SUPPORT CENTER ANALYST EXAM QUESTIONS AND ANSWERS

HDI SUPPORT CENTER ANALYST EXAM
QUESTIONS AND ANSWERS
1.1.1MIdentifyMtheMcharacteristicsMofManMeffectiveMleader.M-MCORRECTMANSWER-AnMeffectiveMleader:

>MLeadsMbyMconstructiveMexample

>MMotivatesMothers

>MEncouragesMparticipation,McreativeMthinking,MandMinitiative

>MDemonstratesMaMpositiveMattitude

>MPracticesMactiveMlisteningMskills

>MDisplaysMethicalMbehavior



1.1.2MIdentifyMwaysMtoMexhibitMpersonalMaccountability.M-MCORRECTMANSWER-
WaysMtoMexhibitMpersonalMaccountabilityMinclude:

>MTakingMownershipMofMincidentsMorMserviceMrequests

>MAdmittingMtoMerrors

>MAdheringMtoMaMworkMschedule

>MKnowingMyourMresponsibilitiesMandMfulfillingMthem

>MMeetingMpersonalMcommitments

>MAdheringMtoMorganizationMpoliciesMandMprocedures

>MRepresentingMtheMorganizationMpositivelyMoutsideMtheMregularMworkMenvironment



1.1.3MIdentifyMtechniquesMtoMbestMmanageMyourMworkMlifeM-MCORRECTMANSWER-
ToMbestMmanageMyourMworkMlife:

>MBeMonMtimeMorMearlyMwithMeveryMassignmentMorMmeeting

>MAlwaysMapproachMyourMmanagerMwithMsolutions,MnotMproblems

,>MTrustMyourMmanagerM-MYouMmayMnotMunderstandMwhyMaMspecificMdecisionMisMmade

>MIncreaseMyourMproblemMsolvingMandMcriticalMthinkingMskillsMbyMtakingMgoodMphysicalMcareMofMyourselfM
(i.e.Msleep,Mexercise,MeatingMhealthy)

>MAcknowledgeMthoseMaroundMyouMforMtheirMdedication

>MIdentifyMwaysMtoMassistMyourMmanagerMwithMnewMprojectsMtoMbuildMtrust



1.2.1MDescribeMethicalMbehaviorMinMaMsupportMcenter.M-MCORRECTMANSWER-
AnMethicalMsupportMcenterMenvironmentMisMcharacterizedMbyManalystsMwho:

>MProvideMconsistentMserviceMtoMallMcustomers

>MDemonstrateMhonestyMandMintegrityMinMtheirMactions

>MTakeMownershipMandMholdMthemselvesMpersonallyMaccountableMforMtheirMactions

>MFulfillMcommitments

>MProtectMandMenhanceMtheMimageMofMtheMsupportMcenter

>MAreMloyalMtoMtheirMteam



1.3.1MIdentifyMstrategiesMforMmultitaskingMinMaMsupportMenvironment.M-MCORRECTMANSWER-
MultitaskingMinMaMsupportMenvironmentMincludesMtheMabilityMto:

>MSwitchMbetweenMtasksMsmoothlyMthroughoutMtheMday

>MPrioritizeMtasksMthroughoutMtheMdayMasMcircumstancesMrequire,MwithMminimalMsupervision

>MOrganizeMworkMeffectively



1.3.2MExplainMhowMtoMmanageMtheMuseMofMyourMtimeMefficientlyM-MCORRECTMANSWER-
TechniquesMtoMimproveMandMmanageMtheMuseMofMyourMtimeMinclude:

>MPlanningMprojectsMandMactivitiesMinMadvance

>MPrioritizingMtasksMtoMensureMthatMyouMspendMtimeMonMtasksMthatMcontributeMtoMtheMachievementMofMy
ourMgoals

>MAddressingMtheMmostMimportantMactionMitemsMfirst

>MAccuratelyMestimatingMandMplanningMhowMlongMnon-routineMtasksMwillMtake

>MBeingMmoreMefficientMwhenMperformingMroutineMtasks

>MUsingMaMtimeMmanagementMtoolMorMdailyM"to-do"Mlist

,>MLearningMtoMsayM"no"MwhenMappropriate



1.4.1MIdentifyMconsiderationsMforMeffectiveMuseMofMe-mailMcommunication.M-MCORRECTMANSWER-
EffectiveMe-mailMcommunicationMincludes:

>MUnderstandingMyourMaudienceMsoMthatMyouMcanMtailorMandMoptimizeMmessageMcontent

>MLabelingMyourMmessageMwithMaMsubjectMlineMthatMreflectsMtheMmessageMcontent

>MStructuringMyourMmessageMsoMthatMit'sMeasy,MquickMtoMreadMandMunderstandM--
MincludingManMopening,MbulletMpoints,MandMclosing



>MUsingMclear,MconciseMbusinessMlanguageMsoMthatMyourMmessageMisMcommunicatedMeffectively

>MProofreadingMyourMmessageMbeforeMyouMsendMitMtoMensureMitMisMcommunicatingMwhatMyouMintend

>MUsingMplainMtextMandMavoidMfancyMfonts,Mcolors,MandMRTFMorMHTMLMformatting

>MIncludingMtheMoriginalMmessageMwithMrepliesMtoMprovideMaMcontextMforMtheMmessage

>MUsingMappropriateMpunctuation

>MAvoidingMabbreviationsM(e.g.M"BTW"MinsteadMofM"byMtheMway")MandMemoticons

>MUsingMappropriateMcapitalizationM(avoidingMtheMuseMofMallMcapitalMorMallMlower-caseMletters)



1.5.1MListMideasMforMstayingMinformedMaboutMindustryMtrendsMandMbestMpractices.M-MCORRECTMANSWER-
AMsupportMprofessionalMcanMstayMinformedMaboutMtheMindustryMby:

>MAttendingMcoursesMandMseminars

>MNetworkingMwithMotherMprofessionalsMatMindustryMevents

>MSubscribingMtoMindustryMpublications

>MJoiningMindustryMgroups

>MSubscribingMtoMorMparticipatingMinMonlineMdiscussionMgroups



1.6.1MIdentifyMwaysMthatManMSCAMcanMdeliverMconsistent,MqualityMcustomerMservice.M-
MCORRECTMANSWER-

AnMSCAM(SupportMCenterMAnalyst)MdeliversMconsistent,MqualityMcustomerMserviceMby:

>MRespondingMtoMcustomerMincidentsMinMaMtimelyMmanner

>MUnderstandingMandMdocumentingMcustomerMneeds

>MTakingMownershipMofMcustomerMincidents

, >MMakingMspecificMcommitments,MthenMconsistentlyMmeetingMorMexceedingMthoseMcommitments,Mwhile
MremainingMfaithfulMtoMorganizationalMpolicies



>MResolvingMorMassistingMinMtheMresolutionMofMincidentsMwithinMestablishedMserviceMlevels

>MEnhancingMtheMcustomer'sMrelationshipMwithMtheMsupportMcenterMandMorganization

>MPromotingMtheMimageMofMtheMsupportMcenter



1.6.2MDescribeMtheMprimaryMresponsibilitiesMofMtheMsupportMcenterManalystMinMtheMsupportMorganization
.M-MCORRECTMANSWER-AnMSCAMisMresponsibleMfor:

>MUnderstandingMtheMmissionMandMgoalsMofMtheMsupportMorganization

>MCommunicatingManyMissues/concernsMtoMsupportMcenterMmanagement

>MFollowingMsupportMcenterMpoliciesMandMprocedures

>MReportingManyMinaccuraciesMorMincorrectMdataMtoMsupportMcenterMmanagement

>MRepresentingMtheMsupportMcenterMinMaMprofessionalMmanner



1.7.1MExplainMtechniquesMforMcross-culturalMcommunication.M-MCORRECTMANSWER-
ToMcommunicateMmoreMeffectivelyMacrossMcultures:

>MListenMactively

>MMatchMtheMcustomer'sMcommunicationMstyle

>MUseMstandardMlanguageMexpressionsM(i.e.MeliminateMslang)MandMsimpleMsentences

>MModerateMtheMpaceMofMtheMcallMtoMaccommodateMtheMcustomer

>MLetMcustomerMknowMifMyouMhaveManyMdifficultyMunderstandingMthem

>MPauseMtoMconsiderMwhatMisMbeingMsaidMtoMbetterMunderstandMtheMcustomer

>MUseMe-mail,Mfaxes,MorMhandwrittenMnotesMtoMensureMunderstanding

>MAskMtheMcustomerMtoMrepeatMtheMquestion

>MUseMclosed-endedMquestionsMtoMverifyMunderstanding

>MParaphraseMtheMcustomer'sMquestionMorMrequestMinMyourMownMwordsMtoMverifyMyourMunderstanding



1.7.2MIdentifyMtheMimpactsMofMlanguageMbarriersMwhenMcommunicatingMwithMcustomers.M-
MCORRECTMANSWER-AMlanguageMbarrierMcanMleadMto:



>MTheManalystMmisunderstandingMtheMcustomer'sMsituation/problem