HDI Desktop Support Technician Exam
2024-2025
Abandon Before Answer (ABA) - ANSWER The percentage of total
calls received where callers hang up or leave the queue before
reaching a support team member
Access Management - ANSWER Manage access requests in a
manner that meets the business needs. Access management
procedures are based on the security and availability policies.
Aggressiveness - ANSWER Demonstrates a disregard for the rights
of others.
Assertiveness - ANSWER Demonstrates knowledge of your right
and the rights of others.
Automated Call Distributor (ACD) - ANSWER The telephone system
used in call centers. Automatically answers, distributes calls and
provides real-time/historical reports on these activities.
Availability - 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): - ANSWER Talk time + after call work;
used to develop staffing/ scheduling models.
Average Speed to Answer (ASA) - ANSWER Amount of time that a
caller waits in the queue before the call is answered.
Best Practice - ANSWER A way of accomplishing a business
function or process that is held to be superior to all other known
methods.
Change - ANSWER The addition, modification or elimination of an
authorized, planned or supporting service and its related
, documentation.
Change Management - 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 - ANSWER Seeks "yes" "no" or limited
responses. Used to validate or obtain specific information and to
control a conversation.
Computer Telephone Integration (CTI) - ANSWER Integration of
voice with data. Improves customer perception of support center
while also improving call handling efficiency and accuracy.
Confidentiality - ANSWER Protects the customer and the company
from, abuse of information and ensures legal compliance.
Configuration Item (CI) - 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) - ANSWER A
database which contains details about the attributes and history of
each configuration item (CI)
Conscious Competence - ANSWER The individual know how to do
something but it is not second nature.
Conscious Incompetence - ANSWER Individual recognize that they
don't understand something
Continual Service Improvement (CSI) - ANSWER "The performance
of the IT service provider is continually measured and improvements
are made to processes, IT services, and IT infrastructure to increase
efficiency, effectiveness, and cost effectiveness"
Cost per Incident:Lag Indicator - ANSWER Measure of the support
center's cost-effectiveness - people, overhead and infrastructure.
Creative Thinking - ANSWER Is the ability to think outside the box. It
2024-2025
Abandon Before Answer (ABA) - ANSWER The percentage of total
calls received where callers hang up or leave the queue before
reaching a support team member
Access Management - ANSWER Manage access requests in a
manner that meets the business needs. Access management
procedures are based on the security and availability policies.
Aggressiveness - ANSWER Demonstrates a disregard for the rights
of others.
Assertiveness - ANSWER Demonstrates knowledge of your right
and the rights of others.
Automated Call Distributor (ACD) - ANSWER The telephone system
used in call centers. Automatically answers, distributes calls and
provides real-time/historical reports on these activities.
Availability - 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): - ANSWER Talk time + after call work;
used to develop staffing/ scheduling models.
Average Speed to Answer (ASA) - ANSWER Amount of time that a
caller waits in the queue before the call is answered.
Best Practice - ANSWER A way of accomplishing a business
function or process that is held to be superior to all other known
methods.
Change - ANSWER The addition, modification or elimination of an
authorized, planned or supporting service and its related
, documentation.
Change Management - 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 - ANSWER Seeks "yes" "no" or limited
responses. Used to validate or obtain specific information and to
control a conversation.
Computer Telephone Integration (CTI) - ANSWER Integration of
voice with data. Improves customer perception of support center
while also improving call handling efficiency and accuracy.
Confidentiality - ANSWER Protects the customer and the company
from, abuse of information and ensures legal compliance.
Configuration Item (CI) - 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) - ANSWER A
database which contains details about the attributes and history of
each configuration item (CI)
Conscious Competence - ANSWER The individual know how to do
something but it is not second nature.
Conscious Incompetence - ANSWER Individual recognize that they
don't understand something
Continual Service Improvement (CSI) - ANSWER "The performance
of the IT service provider is continually measured and improvements
are made to processes, IT services, and IT infrastructure to increase
efficiency, effectiveness, and cost effectiveness"
Cost per Incident:Lag Indicator - ANSWER Measure of the support
center's cost-effectiveness - people, overhead and infrastructure.
Creative Thinking - ANSWER Is the ability to think outside the box. It
