HDI DESKTOP SUPPORT
TECHNICIAN EXAM 2026 TECH
SCRIPT SOLVED QUESTIONS
VERIFIED ANSWERS A+
◉ Service Management Systems.
Answer: The following are benefits of what type of systems?
1. Increased value of IT Support Services
2. Improved quality of information for management analysis
3. Improved decision-making based on timely and accurate
....management information
4. Improved reporting of performance and thresholds
5. Report on the effect of changes and releases on the .....environment,
customers, and IT support
◉ Key Value-Added Services.
Answer: Today's support center has evolved into k__ v____-_____
s_______ for IT and the organization
◉ a. Encourage Creativity.
Answer: To become a more effective leader, where should you
concentrate your improvement effort?
a. Encourage creativity
,b. Execute operational plans
c. Perform actions yourself
d. Provide monetary incentives
◉ d. Finding someone who has proven themselves to be a trustworthy
person.
Answer: Identifying future leaders can be done in what way?
a. Finding a person seeking a pay increase that comes with promotion
b. Finding a person willing to come to you with problems and ask for
solutions
c. Finding someone with a questionable view of the business and the
team
d. Finding someone who has proven themselves to be a trustworthy
person
◉ c.
Initiation
Design
Production
Closing.
Answer: What are the four steps in the project management process?
◉ b. Delegate.
,Answer: What component of the "4D" rule utilized in effective time
management practices involves having another person assist with
completing a task?
◉ c. Strong service ethics.
Answer: A support center analyst is asked to install an illegal copy of
software and it is escalated to you. What leadership competency do you
display when you contact the end user to explain the organization's
policy preventing such installations?
◉ d. Vision.
Answer: "Our goal is to become the industry leader in technology
infrastructure support and provide best-in-class service to our
customers." This is an example of what type of statement?
a. Mission
b. Strategy
c. Value
d. Vision
◉ c. Value statement.
Answer: What is an important component of a mission statement?
a. Department slogan
b. Organization name
, c. Value statement
d. Vision statement
◉ d. Resolve incidents that are escalated to the support center.
Answer: What is a key function of the support organization?
a. Augment the support center when call volume is high
b. Provide end users with access to secure facilities when needed
c. Reduce the impact of incidents and changes to the business
d. Resolve incidents that are escalated to the support center
◉ b. Improve your emotional intelligence.
Answer: You want to enable people to feel valued and motivated. What
should you do in order to achieve this?
a. Delegate fewer responsibilities
b. Improve your emotional intelligence
c. Perform more operational activities
d. Think more strategically
◉ a. Allow them time to normalize.
Answer: If a team member is emotionally hijacked, which is necessary
before you speak to them?
TECHNICIAN EXAM 2026 TECH
SCRIPT SOLVED QUESTIONS
VERIFIED ANSWERS A+
◉ Service Management Systems.
Answer: The following are benefits of what type of systems?
1. Increased value of IT Support Services
2. Improved quality of information for management analysis
3. Improved decision-making based on timely and accurate
....management information
4. Improved reporting of performance and thresholds
5. Report on the effect of changes and releases on the .....environment,
customers, and IT support
◉ Key Value-Added Services.
Answer: Today's support center has evolved into k__ v____-_____
s_______ for IT and the organization
◉ a. Encourage Creativity.
Answer: To become a more effective leader, where should you
concentrate your improvement effort?
a. Encourage creativity
,b. Execute operational plans
c. Perform actions yourself
d. Provide monetary incentives
◉ d. Finding someone who has proven themselves to be a trustworthy
person.
Answer: Identifying future leaders can be done in what way?
a. Finding a person seeking a pay increase that comes with promotion
b. Finding a person willing to come to you with problems and ask for
solutions
c. Finding someone with a questionable view of the business and the
team
d. Finding someone who has proven themselves to be a trustworthy
person
◉ c.
Initiation
Design
Production
Closing.
Answer: What are the four steps in the project management process?
◉ b. Delegate.
,Answer: What component of the "4D" rule utilized in effective time
management practices involves having another person assist with
completing a task?
◉ c. Strong service ethics.
Answer: A support center analyst is asked to install an illegal copy of
software and it is escalated to you. What leadership competency do you
display when you contact the end user to explain the organization's
policy preventing such installations?
◉ d. Vision.
Answer: "Our goal is to become the industry leader in technology
infrastructure support and provide best-in-class service to our
customers." This is an example of what type of statement?
a. Mission
b. Strategy
c. Value
d. Vision
◉ c. Value statement.
Answer: What is an important component of a mission statement?
a. Department slogan
b. Organization name
, c. Value statement
d. Vision statement
◉ d. Resolve incidents that are escalated to the support center.
Answer: What is a key function of the support organization?
a. Augment the support center when call volume is high
b. Provide end users with access to secure facilities when needed
c. Reduce the impact of incidents and changes to the business
d. Resolve incidents that are escalated to the support center
◉ b. Improve your emotional intelligence.
Answer: You want to enable people to feel valued and motivated. What
should you do in order to achieve this?
a. Delegate fewer responsibilities
b. Improve your emotional intelligence
c. Perform more operational activities
d. Think more strategically
◉ a. Allow them time to normalize.
Answer: If a team member is emotionally hijacked, which is necessary
before you speak to them?
