HDI SUPPORT CENTER ANALYST
EXAM 2025 QUESTIONS WITH
CORRECT DETAILED ANSWERS ||
ALREADY GRADED A+ < LATEST
VERSION >
1. Identify the characteristics of an effective leader - ANSWER 🗸 Leads by
example
Encourages participation, initiative and creative thinking
Ethical behavior
Demonstrates a positive attitude
Motivates others
Practices active listening
2. Identify ways to exhibit personal accountability - ANSWER 🗸 Adhere to
organization policies/procedures
Represent the organization positively outside work
Adhere to a work schedule
Meet personal commitments
Admit to errors
Know your responsibilities and fulfill them
Take ownership of incidents/service requests
3. What is a mission statement? - ANSWER 🗸 A short, formal written
statement of the organization's purpose.
,4. What is the mission statement for? - ANSWER 🗸 It guides a company's
actions, spell out its overall goal, provide sense of direction, and guide
decision making.
5. What is a policy and what does it do? - ANSWER 🗸 Policies define what
is(n't) permitted in an organization, establishes expectations and limitations
on behavior
6. Why is it important to adhere to organizational policies? - ANSWER 🗸
Standardizes behavior
Increases consistency
Protects organization against legal action
Protects organization's and customers' information
7. What is the purpose of organizational policies? - ANSWER 🗸 Provide clear
indications of what is and isn't allowed
Define (un)acceptable employee behavior
Provide guidelines for dealing with inappropriate behavior
Set customer expectations
8. What is the support center responsible for in meeting the needs of
customers? - ANSWER 🗸 Being cost effective
Providing employees with training
Delivering support while following organizational guidelines/slas
Making sure all analysts understand slas
Making sure customer is happy
9. What is the role of the support center? - ANSWER 🗸 Single point of contact
(SPOC) for end-users and business
Execute/facilitate incident management/request fulfillment
, Communicate with users to provide info, advice, guidance
10.Explain the value of the support center - ANSWER 🗸 Increases customer
satisfaction
Increases accessibility through SPOC
Reduces interruptions
Increases productivity of business personnel
11.Describe support centers of the past, present, and tomorrow - ANSWER 🗸
1. Past:
-low-skill staff
-reactive
-paper-based
-phone and fax-based
2. Present:
-proactive
-automated incident logging and tracking
-email, internet, and web-based
-IM and chat
-customer relationship management (CRM)
3. Future:
-customer- and business-centric
-universal queue and universal agent
-self-service
12.Which elements identify how well the support cetner contributes to
achieving business goals? - ANSWER 🗸 Customer Satisfaction
Service Level Agreements (adherence to)
Contribution to achievement of enterprise/customer goals
13.What are the characteristics of a team? - ANSWER 🗸 Work together, assist
each other
Listen to one another
, Share ideas
Suport one another
Respect team members' abilities
Behave courteously to one another
14.List characteristics of a supportive workplace - ANSWER 🗸 Rapport
Leadership and empowerment from management
Willingness to collaborate and assist one another
Responsible and trustworthy team members
Two-way communication between management/employees
Clear job descriptions that match duties
Reward and recognition programs
Fair and consistent policies
15.What are the responsibilities of each team member? - ANSWER 🗸 Share
ideas by participating in discussions and activities
Respect one another
Be receptive
Be punctual
Take personal accountability for your actions
16.List the benefits of teamwork - ANSWER 🗸 Synergy -- whole > parts
Everyone is happier because there is collective knowledge, a sense of
commitment, and enhanced communication
17.What are some characteristics of successful teams? - ANSWER 🗸 Have
clear goals & achieve them effectively and clearly
Are willing to help & defend one another
Share knowledge
Communicate effectively
Encourage participation
Are well regarded within the organization
EXAM 2025 QUESTIONS WITH
CORRECT DETAILED ANSWERS ||
ALREADY GRADED A+ < LATEST
VERSION >
1. Identify the characteristics of an effective leader - ANSWER 🗸 Leads by
example
Encourages participation, initiative and creative thinking
Ethical behavior
Demonstrates a positive attitude
Motivates others
Practices active listening
2. Identify ways to exhibit personal accountability - ANSWER 🗸 Adhere to
organization policies/procedures
Represent the organization positively outside work
Adhere to a work schedule
Meet personal commitments
Admit to errors
Know your responsibilities and fulfill them
Take ownership of incidents/service requests
3. What is a mission statement? - ANSWER 🗸 A short, formal written
statement of the organization's purpose.
,4. What is the mission statement for? - ANSWER 🗸 It guides a company's
actions, spell out its overall goal, provide sense of direction, and guide
decision making.
5. What is a policy and what does it do? - ANSWER 🗸 Policies define what
is(n't) permitted in an organization, establishes expectations and limitations
on behavior
6. Why is it important to adhere to organizational policies? - ANSWER 🗸
Standardizes behavior
Increases consistency
Protects organization against legal action
Protects organization's and customers' information
7. What is the purpose of organizational policies? - ANSWER 🗸 Provide clear
indications of what is and isn't allowed
Define (un)acceptable employee behavior
Provide guidelines for dealing with inappropriate behavior
Set customer expectations
8. What is the support center responsible for in meeting the needs of
customers? - ANSWER 🗸 Being cost effective
Providing employees with training
Delivering support while following organizational guidelines/slas
Making sure all analysts understand slas
Making sure customer is happy
9. What is the role of the support center? - ANSWER 🗸 Single point of contact
(SPOC) for end-users and business
Execute/facilitate incident management/request fulfillment
, Communicate with users to provide info, advice, guidance
10.Explain the value of the support center - ANSWER 🗸 Increases customer
satisfaction
Increases accessibility through SPOC
Reduces interruptions
Increases productivity of business personnel
11.Describe support centers of the past, present, and tomorrow - ANSWER 🗸
1. Past:
-low-skill staff
-reactive
-paper-based
-phone and fax-based
2. Present:
-proactive
-automated incident logging and tracking
-email, internet, and web-based
-IM and chat
-customer relationship management (CRM)
3. Future:
-customer- and business-centric
-universal queue and universal agent
-self-service
12.Which elements identify how well the support cetner contributes to
achieving business goals? - ANSWER 🗸 Customer Satisfaction
Service Level Agreements (adherence to)
Contribution to achievement of enterprise/customer goals
13.What are the characteristics of a team? - ANSWER 🗸 Work together, assist
each other
Listen to one another
, Share ideas
Suport one another
Respect team members' abilities
Behave courteously to one another
14.List characteristics of a supportive workplace - ANSWER 🗸 Rapport
Leadership and empowerment from management
Willingness to collaborate and assist one another
Responsible and trustworthy team members
Two-way communication between management/employees
Clear job descriptions that match duties
Reward and recognition programs
Fair and consistent policies
15.What are the responsibilities of each team member? - ANSWER 🗸 Share
ideas by participating in discussions and activities
Respect one another
Be receptive
Be punctual
Take personal accountability for your actions
16.List the benefits of teamwork - ANSWER 🗸 Synergy -- whole > parts
Everyone is happier because there is collective knowledge, a sense of
commitment, and enhanced communication
17.What are some characteristics of successful teams? - ANSWER 🗸 Have
clear goals & achieve them effectively and clearly
Are willing to help & defend one another
Share knowledge
Communicate effectively
Encourage participation
Are well regarded within the organization
