HDI Support Center Analyst
HDI Support Center Analyst Exam Study
Guide Questions and Answers 2024
What interval should mission statements be reviewed? -Correct Answer ✔annually
MS stands for what? -Correct Answer ✔mission statement
SLA is? -Correct Answer ✔service level agreement
SOP is? -Correct Answer ✔standard operating procedure
Multiple incidents is a? -Correct Answer ✔problem
The service desk is a? -Correct Answer ✔functional unit
SPOC is? -Correct Answer ✔single point of contact
A key performance indicator (KPI) of today's support center is? -Correct Answer
✔customer satisfaction
________ provides more options for customers to contact the support center and helps
to reduce abandoned calls. -Correct Answer ✔multi-channel access
email, instant messaging, and self-help are all examples of? -Correct Answer ✔support
channels
________ ensures that all contacts receive adequate response and follow-through, and
no issue is closed until the customer has deemed the resolution satisfactory. -Correct
Answer ✔total contact ownership
An ________ is a person with a high degree of knowledge, skill, or experience in a
particular field. -Correct Answer ✔expert
An _________ is a person who executes a task quickly and effectively. -Correct Answer
✔expeditor
A __________ is a person who actively promotes the image and services of the support
center and supports the needs of the customer. -Correct Answer ✔customer champion
A person who leads by example, motivates others, encourages participation, creative
thinking, and initiative, demonstrates a positive attitude, demonstrates active listening
skills, and is ethical is an _________. -Correct Answer ✔effective leader
HDI Support Center Analyst
, HDI Support Center Analyst
An ________ support center provides consistent service to all customers, demonstrates
honesty and integrity in their actions, takes ownership and holds themselves personally
accountable for their actions, fulfills commitments, protects and enhances the image of
the support center, and are loyal to their team. -Correct Answer ✔ethical
_________ in the workplace means taking ownership and being accountable, especially
when mistakes occur. -Correct Answer ✔integrity
___________ define what is or is not permitted within an organization. -Correct Answer
✔policies
Adhering to _______________ is important because it encourages consistent behavior
throughout the support center, provides a framework for the delivery of consistent
services to customers, protects the organization against legal liability, and helps protect
proprietary information and other assets. -Correct Answer ✔organizational policies
____________: have clear goals, objectives, and expectations, achieve their goals in a
coordinated, effective manner, encourage trust, are willing to help and defend each
other, receive leadership and support from management, and share knowledge and
ideas. -Correct Answer ✔successful teams
Synergy, increased motivation and job satisfaction, a team that is flexible and
adaptable, a team with collective knowledge, collaboration and resourcefulness, team
members that have a sense of ownership are more committed, and enhanced
communication are all benefits to successful ___________. -Correct Answer
✔teamwork
According to ITIL, a ________ is "hands on the keyboard" - the employee who uses IT
services to support execute routine activities. -Correct Answer ✔user
According to ITIL, the _______ is the one who "pays the bills" -the person who is
authorized to conclude an agreement with the IT organization about the provision of IT
services (ie, the SLA), and who is responsible for ensuring that services are paid for. -
Correct Answer ✔customer
Responding to incidents in a timely manner, understanding and documenting customer
needs, taking ownership of customer incidents, making specific commitments, then
consistently meeting those commitments, while remaining faithful to organizational
policies, resolving or assisting in resolving incidents within established service levels,
enhancing the customer's relationship with the service center and organization, and
promoting the image of the support center are all _________ of an analyst. -Correct
Answer ✔responsibilities
__________ is defined as a careful plan or method. -Correct Answer ✔strategy
HDI Support Center Analyst
