HDI SUPPORT CENTER ANALYST EXAM
QUESTIONS AND ANSWERS
1.1.1 Identify the characteristics of an effective leader. - Correct Answers -An effective
leader:
> Leads by constructive example
> Motivates others
> Encourages participation, creative thinking, and initiative
> Demonstrates a positive attitude
> Practices active listening skills
> Displays ethical behavior
1.1.2 Identify ways to exhibit personal accountability. - Correct Answers -Ways to exhibit
personal accountability include:
> Taking ownership of incidents or service requests
> Admitting to errors
> Adhering to a work schedule
> Knowing your responsibilities and fulfilling them
> Meeting personal commitments
> Adhering to organization policies and procedures
> Representing the organization positively outside the regular work environment
5.25.3 Identify the characteristics of providing consistent service. - Correct Answers -
Providing consistent service includes:
> Providing all customers with the same quality of service
> Assigning priority levels consistently, in accordance with the SLA
> Enforcing standard policies and procedures while meeting customer's needs
5.25.4 Identify the characteristics of excellent customer service. - Correct Answers -
Excellent customer service is evidenced by:
> Actively listening to the customer
> Demonstrating empathy and acknowledge an understanding of emotions
> Realizing that customer's needs and expectations may change, and remaining flexible
in order to meet those expectations while working within the organization's guidelines
> Proactively keeping customers informed of status through phone, Web, or e-mail
updates
> Taking initiative to resolve incidents, going above and beyond ordinary effort when
necessary
> Proactively following-up with a customer to ensure a solution remains successful
,> Delivering an extra measure of service when expectations have been missed in the
past (e.g. knowledge transfer, productivity tip, etc.)
6.1.1 Define metric. - Correct Answers -A metric in support is any measurement of
performance or efficiency. A metric is a measure of an organizations activities and
performance as it relates to the management of a process, IT service, or activity.
1.1.3 Identify techniques to best manage your work life - Correct Answers -To best
manage your work life:
> Be on time or early with every assignment or meeting
> Always approach your manager with solutions, not problems
> Trust your manager - You may not understand why a specific decision is made
> Increase your problem solving and critical thinking skills by taking good physical care
of yourself (i.e. sleep, exercise, eating healthy)
> Acknowledge those around you for their dedication
> Identify ways to assist your manager with new projects to build trust
1.2.1 Describe ethical behavior in a support center. - Correct Answers -An ethical
support center environment is characterized by analysts who:
> Provide consistent service to all customers
> Demonstrate honesty and integrity in their actions
> Take ownership and hold themselves personally accountable for their actions
> Fulfill commitments
> Protect and enhance the image of the support center
> Are loyal to their team
1.3.1 Identify strategies for multitasking in a support environment. - Correct Answers -
Multitasking in a support environment includes the ability to:
> Switch between tasks smoothly throughout the day
> Prioritize tasks throughout the day as circumstances require, with minimal supervision
> Organize work effectively
1.3.2 Explain how to manage the use of your time efficiently - Correct Answers -
Techniques to improve and manage the use of your time include:
> Planning projects and activities in advance
> Prioritizing tasks to ensure that you spend time on tasks that contribute to the
achievement of your goals
> Addressing the most important action items first
> Accurately estimating and planning how long non-routine tasks will take
> Being more efficient when performing routine tasks
> Using a time management tool or daily "to-do" list
> Learning to say "no" when appropriate
1.4.1 Identify considerations for effective use of e-mail communication. - Correct
Answers -Effective e-mail communication includes:
> Understanding your audience so that you can tailor and optimize message content
,> Labeling your message with a subject line that reflects the message content
> Structuring your message so that it's easy, quick to read and understand -- including
an opening, bullet points, and closing
> Using clear, concise business language so that your message is communicated
effectively
> Proofreading your message before you send it to ensure it is communicating what you
intend
> Using plain text and avoid fancy fonts, colors, and RTF or HTML formatting
> Including the original message with replies to provide a context for the message
> Using appropriate punctuation
> Avoiding abbreviations (e.g. "BTW" instead of "by the way") and emoticons
> Using appropriate capitalization (avoiding the use of all capital or all lower-case
letters)
1.5.1 List ideas for staying informed about industry trends and best practices. - Correct
Answers -A support professional can stay informed about the industry by:
> Attending courses and seminars
> Networking with other professionals at industry events
> Subscribing to industry publications
> Joining industry groups
> Subscribing to or participating in online discussion groups
1.6.1 Identify ways that an SCA can deliver consistent, quality customer service. -
Correct Answers -An SCA (Support Center Analyst) delivers consistent, quality
customer service by:
> Responding to customer incidents in a timely manner
> Understanding and documenting customer needs
> Taking ownership of customer incidents
> Making specific commitments, then consistently meeting or exceeding those
commitments, while remaining faithful to organizational policies
> Resolving or assisting in the resolution of incidents within established service levels
> Enhancing the customer's relationship with the support center and organization
> Promoting the image of the support center
1.6.2 Describe the primary responsibilities of the support center analyst in the support
organization. - Correct Answers -An SCA is responsible for:
> Understanding the mission and goals of the support organization
> Communicating any issues/concerns to support center management
> Following support center policies and procedures
> Reporting any inaccuracies or incorrect data to support center management
> Representing the support center in a professional manner
1.7.1 Explain techniques for cross-cultural communication. - Correct Answers -To
communicate more effectively across cultures:
> Listen actively
> Match the customer's communication style
, > Use standard language expressions (i.e. eliminate slang) and simple sentences
> Moderate the pace of the call to accommodate the customer
> Let customer know if you have any difficulty understanding them
> Pause to consider what is being said to better understand the customer
> Use e-mail, faxes, or handwritten notes to ensure understanding
> Ask the customer to repeat the question
> Use closed-ended questions to verify understanding
> Paraphrase the customer's question or request in your own words to verify your
understanding
1.7.2 Identify the impacts of language barriers when communicating with customers. -
Correct Answers -A language barrier can lead to:
> The analyst misunderstanding the customer's situation/problem
> The customer misunderstanding the analyst's instructions
> The customer or the analyst becoming frustrated
> Poor customer satisfaction
> Unintended insults
> Miscommunication
> Increased risk of escalation
1.7.3 Identify options used for language assistance. - Correct Answers -Options
available for language assistance include:
> Translation applications or services (web-based translation tools or PC tools)
> An interpreter (Other support center staff, other people at the customer's site or at the
support center who have an understanding of the language)
1.7.4 Explain when to obtain assistance when supporting a customer whose primary
language is different than your own. - Correct Answers -You should obtain assistance
when supporting a customer whose primary language is different that your own
whenever:
> Frustration levels are increasing
> There is little or no understanding between you and the customer
> The words the customer is using do not seem logical
1.8.1 Define Emotional Intelligence. - Correct Answers -Emotional Intelligence is:
> The ability to recognize and know what emotions you are feeling
> Managing one's emotions so that they do not overwhelm a situation and one's thinking
capability
> Being able to recognize the emotions that others are feeling
> Helping to manage other's emotions in order to ensure that those emotions do not
overwhelm situations and thinking capacities
> The ability to create sincere and authentic relationships that produce value and
productivity
QUESTIONS AND ANSWERS
1.1.1 Identify the characteristics of an effective leader. - Correct Answers -An effective
leader:
> Leads by constructive example
> Motivates others
> Encourages participation, creative thinking, and initiative
> Demonstrates a positive attitude
> Practices active listening skills
> Displays ethical behavior
1.1.2 Identify ways to exhibit personal accountability. - Correct Answers -Ways to exhibit
personal accountability include:
> Taking ownership of incidents or service requests
> Admitting to errors
> Adhering to a work schedule
> Knowing your responsibilities and fulfilling them
> Meeting personal commitments
> Adhering to organization policies and procedures
> Representing the organization positively outside the regular work environment
5.25.3 Identify the characteristics of providing consistent service. - Correct Answers -
Providing consistent service includes:
> Providing all customers with the same quality of service
> Assigning priority levels consistently, in accordance with the SLA
> Enforcing standard policies and procedures while meeting customer's needs
5.25.4 Identify the characteristics of excellent customer service. - Correct Answers -
Excellent customer service is evidenced by:
> Actively listening to the customer
> Demonstrating empathy and acknowledge an understanding of emotions
> Realizing that customer's needs and expectations may change, and remaining flexible
in order to meet those expectations while working within the organization's guidelines
> Proactively keeping customers informed of status through phone, Web, or e-mail
updates
> Taking initiative to resolve incidents, going above and beyond ordinary effort when
necessary
> Proactively following-up with a customer to ensure a solution remains successful
,> Delivering an extra measure of service when expectations have been missed in the
past (e.g. knowledge transfer, productivity tip, etc.)
6.1.1 Define metric. - Correct Answers -A metric in support is any measurement of
performance or efficiency. A metric is a measure of an organizations activities and
performance as it relates to the management of a process, IT service, or activity.
1.1.3 Identify techniques to best manage your work life - Correct Answers -To best
manage your work life:
> Be on time or early with every assignment or meeting
> Always approach your manager with solutions, not problems
> Trust your manager - You may not understand why a specific decision is made
> Increase your problem solving and critical thinking skills by taking good physical care
of yourself (i.e. sleep, exercise, eating healthy)
> Acknowledge those around you for their dedication
> Identify ways to assist your manager with new projects to build trust
1.2.1 Describe ethical behavior in a support center. - Correct Answers -An ethical
support center environment is characterized by analysts who:
> Provide consistent service to all customers
> Demonstrate honesty and integrity in their actions
> Take ownership and hold themselves personally accountable for their actions
> Fulfill commitments
> Protect and enhance the image of the support center
> Are loyal to their team
1.3.1 Identify strategies for multitasking in a support environment. - Correct Answers -
Multitasking in a support environment includes the ability to:
> Switch between tasks smoothly throughout the day
> Prioritize tasks throughout the day as circumstances require, with minimal supervision
> Organize work effectively
1.3.2 Explain how to manage the use of your time efficiently - Correct Answers -
Techniques to improve and manage the use of your time include:
> Planning projects and activities in advance
> Prioritizing tasks to ensure that you spend time on tasks that contribute to the
achievement of your goals
> Addressing the most important action items first
> Accurately estimating and planning how long non-routine tasks will take
> Being more efficient when performing routine tasks
> Using a time management tool or daily "to-do" list
> Learning to say "no" when appropriate
1.4.1 Identify considerations for effective use of e-mail communication. - Correct
Answers -Effective e-mail communication includes:
> Understanding your audience so that you can tailor and optimize message content
,> Labeling your message with a subject line that reflects the message content
> Structuring your message so that it's easy, quick to read and understand -- including
an opening, bullet points, and closing
> Using clear, concise business language so that your message is communicated
effectively
> Proofreading your message before you send it to ensure it is communicating what you
intend
> Using plain text and avoid fancy fonts, colors, and RTF or HTML formatting
> Including the original message with replies to provide a context for the message
> Using appropriate punctuation
> Avoiding abbreviations (e.g. "BTW" instead of "by the way") and emoticons
> Using appropriate capitalization (avoiding the use of all capital or all lower-case
letters)
1.5.1 List ideas for staying informed about industry trends and best practices. - Correct
Answers -A support professional can stay informed about the industry by:
> Attending courses and seminars
> Networking with other professionals at industry events
> Subscribing to industry publications
> Joining industry groups
> Subscribing to or participating in online discussion groups
1.6.1 Identify ways that an SCA can deliver consistent, quality customer service. -
Correct Answers -An SCA (Support Center Analyst) delivers consistent, quality
customer service by:
> Responding to customer incidents in a timely manner
> Understanding and documenting customer needs
> Taking ownership of customer incidents
> Making specific commitments, then consistently meeting or exceeding those
commitments, while remaining faithful to organizational policies
> Resolving or assisting in the resolution of incidents within established service levels
> Enhancing the customer's relationship with the support center and organization
> Promoting the image of the support center
1.6.2 Describe the primary responsibilities of the support center analyst in the support
organization. - Correct Answers -An SCA is responsible for:
> Understanding the mission and goals of the support organization
> Communicating any issues/concerns to support center management
> Following support center policies and procedures
> Reporting any inaccuracies or incorrect data to support center management
> Representing the support center in a professional manner
1.7.1 Explain techniques for cross-cultural communication. - Correct Answers -To
communicate more effectively across cultures:
> Listen actively
> Match the customer's communication style
, > Use standard language expressions (i.e. eliminate slang) and simple sentences
> Moderate the pace of the call to accommodate the customer
> Let customer know if you have any difficulty understanding them
> Pause to consider what is being said to better understand the customer
> Use e-mail, faxes, or handwritten notes to ensure understanding
> Ask the customer to repeat the question
> Use closed-ended questions to verify understanding
> Paraphrase the customer's question or request in your own words to verify your
understanding
1.7.2 Identify the impacts of language barriers when communicating with customers. -
Correct Answers -A language barrier can lead to:
> The analyst misunderstanding the customer's situation/problem
> The customer misunderstanding the analyst's instructions
> The customer or the analyst becoming frustrated
> Poor customer satisfaction
> Unintended insults
> Miscommunication
> Increased risk of escalation
1.7.3 Identify options used for language assistance. - Correct Answers -Options
available for language assistance include:
> Translation applications or services (web-based translation tools or PC tools)
> An interpreter (Other support center staff, other people at the customer's site or at the
support center who have an understanding of the language)
1.7.4 Explain when to obtain assistance when supporting a customer whose primary
language is different than your own. - Correct Answers -You should obtain assistance
when supporting a customer whose primary language is different that your own
whenever:
> Frustration levels are increasing
> There is little or no understanding between you and the customer
> The words the customer is using do not seem logical
1.8.1 Define Emotional Intelligence. - Correct Answers -Emotional Intelligence is:
> The ability to recognize and know what emotions you are feeling
> Managing one's emotions so that they do not overwhelm a situation and one's thinking
capability
> Being able to recognize the emotions that others are feeling
> Helping to manage other's emotions in order to ensure that those emotions do not
overwhelm situations and thinking capacities
> The ability to create sincere and authentic relationships that produce value and
productivity
