HDI Desktop Advanced Support
Technician Exam 2026 Questions and
Answers
Catch and dispatch operation - Answer -Taking calls and than dispatching desktop
technician for resolution
Sneaker support - Answer -Inserting floppy disk after floppy disk, upgrading each
individual machine
When did the World Wide Web emerge? - Answer -1991
What operating systems did users shift from during the dot-com boom? - Answer -
MS-DOS to Windows OS
What became available for remote management during the dot-com boom? -
Answer -Remote management
What is SPOC - Answer -Signle Point of contact.
Centralizing Communication and streamlining processes
What is the impact of remote control? - Answer -Reducing travel time,
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
, allowing service desk to take on more tasks, allows support to focus on diagnosis
and resolution.
what allowed web-based service desk software to be created - Answer -Self-service
portals and automatic ticket creation
When were the first smartphones introduced - Answer -2007
What is BYOD - Answer -Bring-your-own-device (BYOD) is a policy that allows
employees to bring their own personal mobile devices to work and use those
devices to connect to (or through) the company network to business resources
and/or the Internet. Although BYOD may improve employee morale and job
satisfaction, it increases security risk to the organization.
What is MDM - Answer -Mobile Device Management
What is a stakeholder? - Answer -any group or individual who contact the support
center for serivce or support, and whose role is necessary for the business to
succeed
Name all 5 types of stakeholders - Answer -1. User
2. customer
3. product or service owners
4. employees
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
Technician Exam 2026 Questions and
Answers
Catch and dispatch operation - Answer -Taking calls and than dispatching desktop
technician for resolution
Sneaker support - Answer -Inserting floppy disk after floppy disk, upgrading each
individual machine
When did the World Wide Web emerge? - Answer -1991
What operating systems did users shift from during the dot-com boom? - Answer -
MS-DOS to Windows OS
What became available for remote management during the dot-com boom? -
Answer -Remote management
What is SPOC - Answer -Signle Point of contact.
Centralizing Communication and streamlining processes
What is the impact of remote control? - Answer -Reducing travel time,
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
, allowing service desk to take on more tasks, allows support to focus on diagnosis
and resolution.
what allowed web-based service desk software to be created - Answer -Self-service
portals and automatic ticket creation
When were the first smartphones introduced - Answer -2007
What is BYOD - Answer -Bring-your-own-device (BYOD) is a policy that allows
employees to bring their own personal mobile devices to work and use those
devices to connect to (or through) the company network to business resources
and/or the Internet. Although BYOD may improve employee morale and job
satisfaction, it increases security risk to the organization.
What is MDM - Answer -Mobile Device Management
What is a stakeholder? - Answer -any group or individual who contact the support
center for serivce or support, and whose role is necessary for the business to
succeed
Name all 5 types of stakeholders - Answer -1. User
2. customer
3. product or service owners
4. employees
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
