HDI DESKTOP SUPPORT
TECHNICIAN EXAM 2026 STUDY
GUIDE COMPREHENSIVE
QUESTIONS ANSWERS VERIFIED A+
◉ 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
TECHNICIAN EXAM 2026 STUDY
GUIDE COMPREHENSIVE
QUESTIONS ANSWERS VERIFIED A+
◉ 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
