HDI Desktop Support Technician Latest Update
2024-2025 Actual Exam from Credible Sources
with 110 Questions and Verified Correct Answers
Golden Ticket to Guaranteed A+ Verified by
Professor
Abandon Before Answer (ABA) - CORRECT ANSWER: The percentage of total calls
received where callers hang up or leave the queue before reaching a support team
member
Access Management - CORRECT ANSWER: Manage access requests in a manner that
meets the business needs. Access management procedures are based on the security
and availability policies.
Aggressiveness - CORRECT ANSWER: Demonstrates a disregard for the rights of
others.
Assertiveness - CORRECT ANSWER: Demonstrates knowledge of your right and the
rights of others.
Automated Call Distributor (ACD) - CORRECT ANSWER: The telephone system used
in call centers. Automatically answers, distributes calls and provides real-time/historical
reports on these activities.
Availability - CORRECT ANSWER: Percentage of total time the technician is available
to take incoming/outgoing calls. Used to measure staff productivity and utilization.
Average Handle Time (AHT): - CORRECT ANSWER: Talk time + after call work; used to
develop staffing/ scheduling models.
, Average Speed to Answer (ASA) - CORRECT ANSWER: Amount of time that a caller
waits in the queue before the call is answered.
Best Practice - CORRECT ANSWER: A way of accomplishing a business function or
process that is held to be superior to all other known methods.
Change - CORRECT ANSWER: The addition, modification or elimination of an
authorized, planned or supporting service and its related documentation.
Change Management - CORRECT ANSWER: The primary objective is to enable
beneficial change with minimum disruption to IT services. It's responsible for controlling
the lifecycle of all changes.
Closed-Ended Questions - CORRECT ANSWER: Seeks "yes" "no" or limited
responses. Used to validate or obtain specific information and to control a conversation.
Computer Telephone Integration (CTI) - CORRECT ANSWER: Integration of voice with
data. Improves customer perception of support center while also improving call handling
efficiency and accuracy.
Confidentiality - CORRECT ANSWER: Protects the customer and the company from,
abuse of information and ensures legal compliance.
Configuration Item (CI) - CORRECT ANSWER: A component that is part of IT
infrastructure and needs to be managed in order to deliver IT services ( hardware,
software, and documentation).
Configuration Management Database (CMDB) - CORRECT ANSWER: A database
which contains details about the attributes and history of each configuration item (CI)
Conscious Competence - CORRECT ANSWER: The individual know how to do
something but it is not second nature.
2024-2025 Actual Exam from Credible Sources
with 110 Questions and Verified Correct Answers
Golden Ticket to Guaranteed A+ Verified by
Professor
Abandon Before Answer (ABA) - CORRECT ANSWER: The percentage of total calls
received where callers hang up or leave the queue before reaching a support team
member
Access Management - CORRECT ANSWER: Manage access requests in a manner that
meets the business needs. Access management procedures are based on the security
and availability policies.
Aggressiveness - CORRECT ANSWER: Demonstrates a disregard for the rights of
others.
Assertiveness - CORRECT ANSWER: Demonstrates knowledge of your right and the
rights of others.
Automated Call Distributor (ACD) - CORRECT ANSWER: The telephone system used
in call centers. Automatically answers, distributes calls and provides real-time/historical
reports on these activities.
Availability - CORRECT ANSWER: Percentage of total time the technician is available
to take incoming/outgoing calls. Used to measure staff productivity and utilization.
Average Handle Time (AHT): - CORRECT ANSWER: Talk time + after call work; used to
develop staffing/ scheduling models.
, Average Speed to Answer (ASA) - CORRECT ANSWER: Amount of time that a caller
waits in the queue before the call is answered.
Best Practice - CORRECT ANSWER: A way of accomplishing a business function or
process that is held to be superior to all other known methods.
Change - CORRECT ANSWER: The addition, modification or elimination of an
authorized, planned or supporting service and its related documentation.
Change Management - CORRECT ANSWER: The primary objective is to enable
beneficial change with minimum disruption to IT services. It's responsible for controlling
the lifecycle of all changes.
Closed-Ended Questions - CORRECT ANSWER: Seeks "yes" "no" or limited
responses. Used to validate or obtain specific information and to control a conversation.
Computer Telephone Integration (CTI) - CORRECT ANSWER: Integration of voice with
data. Improves customer perception of support center while also improving call handling
efficiency and accuracy.
Confidentiality - CORRECT ANSWER: Protects the customer and the company from,
abuse of information and ensures legal compliance.
Configuration Item (CI) - CORRECT ANSWER: A component that is part of IT
infrastructure and needs to be managed in order to deliver IT services ( hardware,
software, and documentation).
Configuration Management Database (CMDB) - CORRECT ANSWER: A database
which contains details about the attributes and history of each configuration item (CI)
Conscious Competence - CORRECT ANSWER: The individual know how to do
something but it is not second nature.
