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