HDI Support Center Analyst Self-Test.pdf file:///C:/Users/HP/Desktop/New%20folder%20(2)/HDI%20Support
HDI Support Center Analyst Self-Test
Questions & Answers
1. Identify the characteristics of an effective leader
Answer Leads by exampleEncourages 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 poli-cies/procedures
Represent the organization positively outside work
Adhere to a work schedule
Meet personal commitments
Admit to errors
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,HDI Support Center Analyst Self-Test.pdf file:///C:/Users/HP/Desktop/New%20folder%20(2)/HDI%20Support
Know your responsibilities and fulfill them
Take ownership of incidents/service requests
3. Identify techniques to manage work life
Answer Acknowledge those around you fortheir dedication
Be on time or early
Always approach manager with solutions, not problems
Identify ways to assist manager w/ new projects
Taking care of yourself (sleep, exercise, eat healthy)
Trust your manager
4. How can you multitask in a support environment?
Answer Prioritize and switch be-tween tasks to organize work
5. Describe ethical behavior
Answer Protect & enhance the image of the support centerProvide consistent
service to all customers
Fulfill commitments
Take ownership & hold yourself accountable
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Demonstrate honesty and integrity
Loyal to your team
6. Explain how to manage time effectively?
Answer Plan in advancePrioritize tasks
Be more efficient
Address most important tasks first
Estimate and plan how long non-routine tasks take
Create a to-do list
Say no when appropriate
7. Effective email communication includes
Answer
Understand your audienceUse a subject line & structure (opening, bullets,
closing)
Use clear language
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Proofread
Use plain text
Include the original message w/ replies
Use appropriate punctuation/avoid abbreviations
Use appropriate caps
8. How do you stay informed about trends/best practices?
Answer Attend courses/sem-inars
Network at industry events
Subscribe to industry upblications
Join industry groups
Subscribe to/participate in discussion groups
9. Identify how an SCA can deliver consistent, quality customer service?
Answer Re-spond in a timely manner
Understand customer needs
Take ownership of incidents
Make commitments and meet or exceed them
Stay within established service levels
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