HDI Support Center Analyst Self-Test Questions Solved Correctly.
0 view 0 purchase
Course
HDI Desktop Advanced Support Technician
Institution
HDI Desktop Advanced Support Technician
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
Identify ways to exhibit personal accountability - Answer...
HDI Support Center Analyst Self-Test
Questions Solved Correctly.
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
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
Identify techniques to manage work life - Answer Acknowledge those around you for their 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
How can you multitask in a support environment? - Answer Prioritize and switch between tasks to
organize work
Describe ethical behavior - Answer Protect & enhance the image of the support center
,Provide consistent service to all customers
Fulfill commitments
Take ownership & hold yourself accountable
Demonstrate honesty and integrity
Loyal to your team
Explain how to manage time effectively? - Answer Plan in advance
Prioritize 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
Effective email communication includes: - Answer Understand your audience
Use a subject line & structure (opening, bullets, closing)
Use clear language
Proofread
Use plain text
Include the original message w/ replies
Use appropriate punctuation/avoid abbreviations
Use appropriate caps
How do you stay informed about trends/best practices? - Answer Attend courses/seminars
Network at industry events
Subscribe to industry upblications
Join industry groups
Subscribe to/participate in discussion groups
, Identify how an SCA can deliver consistent, quality customer service? - Answer Respond in a timely
manner
Understand customer needs
Take ownership of incidents
Make commitments and meet or exceed them
Stay within established service levels
Enhance customer relationship with support center/org
Promote the image of the support center
Explain techniques for cross-cultural communication - Answer listen actively
match the customer's communication style
use standard language (no slang) & simple sentences
express difficulty understanding
encourage the customer to ask for clarification
ask to repeat the question
use closed-ended questions to verify understanding
Identify impact of language barriers - Answer Analyst misunderstands question
Customer misunderstands instructions
Frustration
Poor customer satisfaction
Increased chances of escalation
What are some options for language assistance? - Answer Translation apps/services
An interpreter
When do you obtain assistance when the customer speaks a different primary language than you? -
Answer Frustration on the rise
Little/no understanding
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller TestSolver9. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $9.99. You're not tied to anything after your purchase.
