HDI Desktop Support Technician Questions and
Answers Latest Version 2024
Abandon Before Answer (ABA) - (correct answer) -The percentage of total calls received where callers
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
hang up or leave the queue before reaching a support team member
yi yi yi yi yi yi yi yi yi yi yi yi
Access Management - (correct answer) -Manage access requests in a manner that meets the business
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
needs. Access management procedures are based on the security and availability policies.
yi yi yi yi yi yi yi yi yi yi yi yi
Aggressiveness - (correct answer) -Demonstrates a disregard for the rights of others.
yi yi yi yi yi yi yi yi yi yi yi
Assertiveness - (correct answer) -Demonstrates knowledge of your right and the rights of others.
yi yi yi yi yi yi yi yi yi yi yi yi yi
Automated Call Distributor (ACD) - (correct answer) -The telephone system used in call centers.
yi yi yi yi yi yi yi yi yi yi yi yi yi
Automatically answers, distributes calls and provides real-time/historical reports on these activities.
yi yi yi yi yi yi yi yi yi yi yi
Availability - (correct answer) -Percentage of total time the technician is available to take
yi yi yi yi yi yi yi yi yi yi yi yi yi
incoming/outgoing calls. Used to measure staff productivity and utilization.
yi yi yi yi yi yi yi yi yi
Average Handle Time (AHT): - (correct answer) -Talk time + after call work; used to develop staffing/
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
scheduling models.
yi yi
Average Speed to Answer (ASA) - (correct answer) -Amount of time that a caller waits in the queue
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
before the call is answered.
yi yi yi yi yi
Best Practice - (correct answer) -A way of accomplishing a business function or process that is held to
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
be superior to all other known methods.
yi yi yi yi yi yi yi
Change - (correct answer) -The addition, modification or elimination of an authorized, planned or
yi yi yi yi yi yi yi yi yi yi yi yi yi
supporting service and its related documentation.
yi yi yi yi yi yi
Change Management - (correct answer) -The primary objective is to enable beneficial change with
yi yi yi yi yi yi yi yi yi yi yi yi yi
minimum disruption to IT services. It's responsible for controlling the lifecycle of all changes.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Closed-Ended Questions - (correct answer) -Seeks "yes" "no" or limited responses. Used to validate or
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
obtain specific information and to control a conversation.
yi yi yi yi yi yi yi yi
Computer Telephone Integration (CTI) - (correct answer) -Integration of voice with data. Improves
yi yi yi yi yi yi yi yi yi yi yi yi
customer perception of support center while also improving call handling efficiency and accuracy.
yi yi yi yi yi yi yi yi yi yi yi yi yi
Confidentiality - (correct answer) -Protects the customer and the company from, abuse of information
yi yi yi yi yi yi yi yi yi yi yi yi yi
and ensures legal compliance.
yi yi yi yi
Configuration Item (CI) - (correct answer) -A component that is part of IT infrastructure and needs to be
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
managed in order to deliver IT services ( hardware, software, and documentation).
yi yi yi yi yi yi yi yi yi yi yi yi
, Configuration Management Database (CMDB) - (correct answer) -A database which contains details
yi yi yi yi yi yi yi yi yi yi yi
about the attributes and history of each configuration item (CI)
yi yi yi yi yi yi yi yi yi yi
Conscious Competence - (correct answer) -The individual know how to do something but it is not
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
second nature.
yi yi
Conscious Incompetence - (correct answer) -Individual recognize that they don't understand something
yi yi yi yi yi yi yi yi yi yi yi
Continual Service Improvement (CSI) - (correct answer) -"The performance of the IT service provider is
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
continually measured and improvements are made to processes, IT services, and IT infrastructure to
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
increase efficiency, effectiveness, and cost effectiveness"
yi yi yi yi yi yi
Cost per Incident:Lag Indicator - (correct answer) -Measure of the support center's cost-effectiveness -
yi yi yi yi yi yi yi yi yi yi yi yi yi
people, overhead and infrastructure.
yi yi yi yi
Creative Thinking - (correct answer) -Is the ability to think outside the box. It is important because it
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
helps DST identify points of failure and areas of improvement.
yi yi yi yi yi yi yi yi yi yi
Customer - (correct answer) -Customers buys ($$) goods or services and defines, negotiate the SLA and
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
agree to our service level targets.
yi yi yi yi yi yi
Customer Competency - (correct answer) -Customer's ability to understand and perform a task
yi yi yi yi yi yi yi yi yi yi yi yi
Customer Differentiating - (correct answer) -Understanding that 75% of customer satisfaction consists
yi yi yi yi yi yi yi yi yi yi yi
of meeting the customer's psychological needs and only 25% comes from meeting their business
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
needs.
yi
Customer Management (Benefits) - (correct answer) -1. Faster incident resolution times, 2.Increased
yi yi yi yi yi yi yi yi yi yi yi
level customer satisfaction, 3. Improve support center productivity, 4. Establish support center
yi yi yi yi yi yi yi yi yi yi yi yi
credibility, 5. Enhance support center image
yi yi yi yi yi yi
Customer Satisfaction Level (Lag Indicator) - (correct answer) -Key measure of support center
yi yi yi yi yi yi yi yi yi yi yi yi
effectiveness.
yi
Deductive Reasoning - (correct answer) -Is a step by step approach to problem solving focusing on the
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
facts. Based on the process of elimination and used when the problem is familiar.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Drive-by - (correct answer) -Is an incident reported directly to the DST by the customer while the
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
technician is on-site to solve another incident or for other purposes.
yi yi yi yi yi yi yi yi yi yi yi
Incident Management: DST responsibilities - (correct answer) -1. Accept incident as required in OLA 2.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Restore service within SLA 3. Update records in timely manner 4. Escalate incident if required.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Service Level Management (SLM): DST responsibility - (correct answer) -1. Identify where service can
yi yi yi yi yi yi yi yi yi yi yi yi yi
better meet the business needs 2.Work within the SLM and operational level agreement for resolving
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
incidents and fulfilling request.
yi yi yi yi
Emotional Hijack - (correct answer) -Preceived threat brought on by a change in brain chemistry that
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
does not allow a person to think rationally - up to 18 minutes after event.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Emotional Intelligence - (correct answer) -The ability to recognize and manage the emotions you and
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
others are feeling in order to create sincere relationships.
yi yi yi yi yi yi yi yi yi
Empathy - (correct answer) -Identifying and understanding other's situations, feelings, and motives.
yi yi yi yi yi yi yi yi yi yi yi
Filter - (correct answer) -Is an internal bias or personal viewpoint that can lead to miscommunication.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Answers Latest Version 2024
Abandon Before Answer (ABA) - (correct answer) -The percentage of total calls received where callers
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
hang up or leave the queue before reaching a support team member
yi yi yi yi yi yi yi yi yi yi yi yi
Access Management - (correct answer) -Manage access requests in a manner that meets the business
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
needs. Access management procedures are based on the security and availability policies.
yi yi yi yi yi yi yi yi yi yi yi yi
Aggressiveness - (correct answer) -Demonstrates a disregard for the rights of others.
yi yi yi yi yi yi yi yi yi yi yi
Assertiveness - (correct answer) -Demonstrates knowledge of your right and the rights of others.
yi yi yi yi yi yi yi yi yi yi yi yi yi
Automated Call Distributor (ACD) - (correct answer) -The telephone system used in call centers.
yi yi yi yi yi yi yi yi yi yi yi yi yi
Automatically answers, distributes calls and provides real-time/historical reports on these activities.
yi yi yi yi yi yi yi yi yi yi yi
Availability - (correct answer) -Percentage of total time the technician is available to take
yi yi yi yi yi yi yi yi yi yi yi yi yi
incoming/outgoing calls. Used to measure staff productivity and utilization.
yi yi yi yi yi yi yi yi yi
Average Handle Time (AHT): - (correct answer) -Talk time + after call work; used to develop staffing/
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
scheduling models.
yi yi
Average Speed to Answer (ASA) - (correct answer) -Amount of time that a caller waits in the queue
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
before the call is answered.
yi yi yi yi yi
Best Practice - (correct answer) -A way of accomplishing a business function or process that is held to
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
be superior to all other known methods.
yi yi yi yi yi yi yi
Change - (correct answer) -The addition, modification or elimination of an authorized, planned or
yi yi yi yi yi yi yi yi yi yi yi yi yi
supporting service and its related documentation.
yi yi yi yi yi yi
Change Management - (correct answer) -The primary objective is to enable beneficial change with
yi yi yi yi yi yi yi yi yi yi yi yi yi
minimum disruption to IT services. It's responsible for controlling the lifecycle of all changes.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Closed-Ended Questions - (correct answer) -Seeks "yes" "no" or limited responses. Used to validate or
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
obtain specific information and to control a conversation.
yi yi yi yi yi yi yi yi
Computer Telephone Integration (CTI) - (correct answer) -Integration of voice with data. Improves
yi yi yi yi yi yi yi yi yi yi yi yi
customer perception of support center while also improving call handling efficiency and accuracy.
yi yi yi yi yi yi yi yi yi yi yi yi yi
Confidentiality - (correct answer) -Protects the customer and the company from, abuse of information
yi yi yi yi yi yi yi yi yi yi yi yi yi
and ensures legal compliance.
yi yi yi yi
Configuration Item (CI) - (correct answer) -A component that is part of IT infrastructure and needs to be
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
managed in order to deliver IT services ( hardware, software, and documentation).
yi yi yi yi yi yi yi yi yi yi yi yi
, Configuration Management Database (CMDB) - (correct answer) -A database which contains details
yi yi yi yi yi yi yi yi yi yi yi
about the attributes and history of each configuration item (CI)
yi yi yi yi yi yi yi yi yi yi
Conscious Competence - (correct answer) -The individual know how to do something but it is not
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
second nature.
yi yi
Conscious Incompetence - (correct answer) -Individual recognize that they don't understand something
yi yi yi yi yi yi yi yi yi yi yi
Continual Service Improvement (CSI) - (correct answer) -"The performance of the IT service provider is
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
continually measured and improvements are made to processes, IT services, and IT infrastructure to
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
increase efficiency, effectiveness, and cost effectiveness"
yi yi yi yi yi yi
Cost per Incident:Lag Indicator - (correct answer) -Measure of the support center's cost-effectiveness -
yi yi yi yi yi yi yi yi yi yi yi yi yi
people, overhead and infrastructure.
yi yi yi yi
Creative Thinking - (correct answer) -Is the ability to think outside the box. It is important because it
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
helps DST identify points of failure and areas of improvement.
yi yi yi yi yi yi yi yi yi yi
Customer - (correct answer) -Customers buys ($$) goods or services and defines, negotiate the SLA and
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
agree to our service level targets.
yi yi yi yi yi yi
Customer Competency - (correct answer) -Customer's ability to understand and perform a task
yi yi yi yi yi yi yi yi yi yi yi yi
Customer Differentiating - (correct answer) -Understanding that 75% of customer satisfaction consists
yi yi yi yi yi yi yi yi yi yi yi
of meeting the customer's psychological needs and only 25% comes from meeting their business
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
needs.
yi
Customer Management (Benefits) - (correct answer) -1. Faster incident resolution times, 2.Increased
yi yi yi yi yi yi yi yi yi yi yi
level customer satisfaction, 3. Improve support center productivity, 4. Establish support center
yi yi yi yi yi yi yi yi yi yi yi yi
credibility, 5. Enhance support center image
yi yi yi yi yi yi
Customer Satisfaction Level (Lag Indicator) - (correct answer) -Key measure of support center
yi yi yi yi yi yi yi yi yi yi yi yi
effectiveness.
yi
Deductive Reasoning - (correct answer) -Is a step by step approach to problem solving focusing on the
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
facts. Based on the process of elimination and used when the problem is familiar.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Drive-by - (correct answer) -Is an incident reported directly to the DST by the customer while the
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
technician is on-site to solve another incident or for other purposes.
yi yi yi yi yi yi yi yi yi yi yi
Incident Management: DST responsibilities - (correct answer) -1. Accept incident as required in OLA 2.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Restore service within SLA 3. Update records in timely manner 4. Escalate incident if required.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Service Level Management (SLM): DST responsibility - (correct answer) -1. Identify where service can
yi yi yi yi yi yi yi yi yi yi yi yi yi
better meet the business needs 2.Work within the SLM and operational level agreement for resolving
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
incidents and fulfilling request.
yi yi yi yi
Emotional Hijack - (correct answer) -Preceived threat brought on by a change in brain chemistry that
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
does not allow a person to think rationally - up to 18 minutes after event.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
Emotional Intelligence - (correct answer) -The ability to recognize and manage the emotions you and
yi yi yi yi yi yi yi yi yi yi yi yi yi yi
others are feeling in order to create sincere relationships.
yi yi yi yi yi yi yi yi yi
Empathy - (correct answer) -Identifying and understanding other's situations, feelings, and motives.
yi yi yi yi yi yi yi yi yi yi yi
Filter - (correct answer) -Is an internal bias or personal viewpoint that can lead to miscommunication.
yi yi yi yi yi yi yi yi yi yi yi yi yi yi yi
