HDI Desktop Support Technician
Abandon bBefore bAnswer b(ABA) b- bcorrect banswers✔✔The bpercentage bof btotal bcalls
breceived bwhere bcallers bhang bup bor bleave bthe bqueue bbefore breaching ba bsupport
bteam bmember
Access bManagement b- bcorrect banswers✔✔Manage baccess brequests bin ba bmanner
bthat bmeets bthe bbusiness bneeds. bAccess bmanagement bprocedures bare bbased bon
bthe bsecurity band bavailability bpolicies.
Aggressiveness b- bcorrect banswers✔✔Demonstrates ba bdisregard bfor bthe brights bof
bothers.
Assertiveness b- bcorrect banswers✔✔Demonstrates bknowledge bof byour bright band bthe
brights bof bothers.
Automated bCall bDistributor b(ACD) b- bcorrect banswers✔✔The btelephone bsystem
bused bin bcall bcenters. bAutomatically banswers, bdistributes bcalls band bprovides breal-
time/historical breports bon bthese bactivities.
Availability b- bcorrect banswers✔✔Percentage bof btotal btime bthe btechnician bis
bavailable bto btake bincoming/outgoing bcalls. bUsed bto bmeasure bstaff bproductivity band
butilization.
Average bHandle bTime b(AHT): b- bcorrect banswers✔✔Talk btime b+ bafter bcall bwork;
bused bto bdevelop bstaffing/ bscheduling bmodels.
Average bSpeed bto bAnswer b(ASA) b- bcorrect banswers✔✔Amount bof btime bthat ba
bcaller bwaits bin bthe bqueue bbefore bthe bcall bis banswered.
Best bPractice b- bcorrect banswers✔✔A bway bof baccomplishing ba bbusiness bfunction
bor bprocess bthat bis bheld bto bbe bsuperior bto ball bother bknown bmethods.
Change b- bcorrect banswers✔✔The baddition, bmodification bor belimination bof ban
bauthorized, bplanned bor bsupporting bservice band bits brelated bdocumentation.
, Change bManagement b- bcorrect banswers✔✔The bprimary bobjective bis bto benable
bbeneficial bchange bwith bminimum bdisruption bto bIT bservices. bIt's bresponsible bfor
bcontrolling bthe blifecycle bof ball bchanges.
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bresponses. bUsed bto bvalidate bor bobtain bspecific binformation band bto bcontrol ba
bconversation.
Computer bTelephone bIntegration b(CTI) b- bcorrect banswers✔✔Integration bof bvoice
bwith bdata. bImproves bcustomer bperception bof bsupport bcenter bwhile balso bimproving
bcall bhandling befficiency band baccuracy.
Confidentiality b- bcorrect banswers✔✔Protects bthe bcustomer band bthe bcompany bfrom,
babuse bof binformation band bensures blegal bcompliance.
Configuration bItem b(CI) b- bcorrect banswers✔✔A bcomponent bthat bis bpart bof bIT
binfrastructure band bneeds bto bbe bmanaged bin border bto bdeliver bIT bservices
b( bhardware, bsoftware, band bdocumentation).
Configuration bManagement bDatabase b(CMDB) b- bcorrect banswers✔✔A bdatabase
bwhich bcontains bdetails babout bthe battributes band bhistory bof beach bconfiguration bitem
b(CI)
Conscious bCompetence b- bcorrect banswers✔✔The bindividual bknow bhow bto bdo
bsomething bbut bit bis bnot bsecond bnature.
Conscious bIncompetence b- bcorrect banswers✔✔Individual brecognize bthat bthey bdon't
bunderstand bsomething
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bthe bIT bservice bprovider bis bcontinually bmeasured band bimprovements bare bmade bto
bprocesses, bIT bservices, band bIT binfrastructure bto bincrease befficiency, beffectiveness,
band bcost beffectiveness"
Cost bper bIncident:Lag bIndicator b- bcorrect banswers✔✔Measure bof bthe bsupport
bcenter's bcost-effectiveness b- bpeople, boverhead band binfrastructure.
Creative bThinking b- bcorrect banswers✔✔Is bthe bability bto bthink boutside bthe bbox. bIt
bis bimportant bbecause bit bhelps bDST bidentify bpoints bof bfailure band bareas bof
bimprovement.
Customer b- bcorrect banswers✔✔Customers bbuys b($$) bgoods bor bservices band
bdefines, bnegotiate bthe bSLA band bagree bto bour bservice blevel btargets.
Customer bCompetency b- bcorrect banswers✔✔Customer's bability bto bunderstand band
bperform ba btask
Abandon bBefore bAnswer b(ABA) b- bcorrect banswers✔✔The bpercentage bof btotal bcalls
breceived bwhere bcallers bhang bup bor bleave bthe bqueue bbefore breaching ba bsupport
bteam bmember
Access bManagement b- bcorrect banswers✔✔Manage baccess brequests bin ba bmanner
bthat bmeets bthe bbusiness bneeds. bAccess bmanagement bprocedures bare bbased bon
bthe bsecurity band bavailability bpolicies.
Aggressiveness b- bcorrect banswers✔✔Demonstrates ba bdisregard bfor bthe brights bof
bothers.
Assertiveness b- bcorrect banswers✔✔Demonstrates bknowledge bof byour bright band bthe
brights bof bothers.
Automated bCall bDistributor b(ACD) b- bcorrect banswers✔✔The btelephone bsystem
bused bin bcall bcenters. bAutomatically banswers, bdistributes bcalls band bprovides breal-
time/historical breports bon bthese bactivities.
Availability b- bcorrect banswers✔✔Percentage bof btotal btime bthe btechnician bis
bavailable bto btake bincoming/outgoing bcalls. bUsed bto bmeasure bstaff bproductivity band
butilization.
Average bHandle bTime b(AHT): b- bcorrect banswers✔✔Talk btime b+ bafter bcall bwork;
bused bto bdevelop bstaffing/ bscheduling bmodels.
Average bSpeed bto bAnswer b(ASA) b- bcorrect banswers✔✔Amount bof btime bthat ba
bcaller bwaits bin bthe bqueue bbefore bthe bcall bis banswered.
Best bPractice b- bcorrect banswers✔✔A bway bof baccomplishing ba bbusiness bfunction
bor bprocess bthat bis bheld bto bbe bsuperior bto ball bother bknown bmethods.
Change b- bcorrect banswers✔✔The baddition, bmodification bor belimination bof ban
bauthorized, bplanned bor bsupporting bservice band bits brelated bdocumentation.
, Change bManagement b- bcorrect banswers✔✔The bprimary bobjective bis bto benable
bbeneficial bchange bwith bminimum bdisruption bto bIT bservices. bIt's bresponsible bfor
bcontrolling bthe blifecycle bof ball bchanges.
Closed-Ended bQuestions b- bcorrect banswers✔✔Seeks b"yes" b"no" bor blimited
bresponses. bUsed bto bvalidate bor bobtain bspecific binformation band bto bcontrol ba
bconversation.
Computer bTelephone bIntegration b(CTI) b- bcorrect banswers✔✔Integration bof bvoice
bwith bdata. bImproves bcustomer bperception bof bsupport bcenter bwhile balso bimproving
bcall bhandling befficiency band baccuracy.
Confidentiality b- bcorrect banswers✔✔Protects bthe bcustomer band bthe bcompany bfrom,
babuse bof binformation band bensures blegal bcompliance.
Configuration bItem b(CI) b- bcorrect banswers✔✔A bcomponent bthat bis bpart bof bIT
binfrastructure band bneeds bto bbe bmanaged bin border bto bdeliver bIT bservices
b( bhardware, bsoftware, band bdocumentation).
Configuration bManagement bDatabase b(CMDB) b- bcorrect banswers✔✔A bdatabase
bwhich bcontains bdetails babout bthe battributes band bhistory bof beach bconfiguration bitem
b(CI)
Conscious bCompetence b- bcorrect banswers✔✔The bindividual bknow bhow bto bdo
bsomething bbut bit bis bnot bsecond bnature.
Conscious bIncompetence b- bcorrect banswers✔✔Individual brecognize bthat bthey bdon't
bunderstand bsomething
Continual bService bImprovement b(CSI) b- bcorrect banswers✔✔"The bperformance bof
bthe bIT bservice bprovider bis bcontinually bmeasured band bimprovements bare bmade bto
bprocesses, bIT bservices, band bIT binfrastructure bto bincrease befficiency, beffectiveness,
band bcost beffectiveness"
Cost bper bIncident:Lag bIndicator b- bcorrect banswers✔✔Measure bof bthe bsupport
bcenter's bcost-effectiveness b- bpeople, boverhead band binfrastructure.
Creative bThinking b- bcorrect banswers✔✔Is bthe bability bto bthink boutside bthe bbox. bIt
bis bimportant bbecause bit bhelps bDST bidentify bpoints bof bfailure band bareas bof
bimprovement.
Customer b- bcorrect banswers✔✔Customers bbuys b($$) bgoods bor bservices band
bdefines, bnegotiate bthe bSLA band bagree bto bour bservice blevel btargets.
Customer bCompetency b- bcorrect banswers✔✔Customer's bability bto bunderstand band
bperform ba btask
