HDI Desktop Support Technician Exam
2026 Questions and Answers
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.
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,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.
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, 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 is important
because it helps DST identify points of failure and areas of improvement.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
2026 Questions and Answers
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.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
,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.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
, 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 is important
because it helps DST identify points of failure and areas of improvement.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
