HDI Desktop Support Technician Exam | 110 Questions And Answers Already Graded A+
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Course
HDI Desktop Support Technician
Institution
HDI Desktop Support Technician
Abandon Before Answer (ABA) - The percentage of total calls received where callers hang up or
leave the queue before reaching a support team member
Access Management - Manage access requests in a manner that meets the business needs.
Access management procedures are based on the security and ava...
Abandon Before Answer (ABA) - ✔✔ The percentage of total calls received where callers hang up or leave the queue before reaching a support team member Access Management - ✔✔ Manage access requests in a manner that meets the business needs. Access management procedures are based on the security and availability policies. Aggressiveness - ✔✔ Demonstrates a disregard for the rights of others. Assertiveness - ✔✔ Demonstrates knowledge of your right and the rights of others. Automated Call Distributor (ACD) - ✔✔ The telephone system used in call centers. Automatically answers, distributes calls and provides real -time/historical reports on these activities. Availability - ✔✔ Percentage of total time the technician is available to take incoming/outgoing calls. Used to measure staff productivity and utilization. Average Handle Time (AHT): - ✔✔ Talk time + after call work; used to develop staffing/ scheduling models. Average Speed to Answer (ASA) - ✔✔ Amount of time that a caller waits in the queue before the call is answered. Best Practice - ✔✔ A way of accomplishing a business function or process that is held to be superior to all other known methods. Change - ✔✔ The addition, modification or elimination of an authorized, planned or supporting service and its related documentation. Change Management - ✔✔ 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 - ✔✔ Seeks "yes" "no" or limited respon ses. Used to validate or obtain specific information and to control a conversation. Computer Telephone Integration (CTI) - ✔✔ Integration of voice with data. Improves customer perception of support center while also improving call handling efficiency and a ccuracy. Confidentiality - ✔✔ Protects the customer and the company from, abuse of information and ensures legal compliance. Configuration Item (CI) - ✔✔ 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) - ✔✔ A database which contains details abou t the attributes and history of each configuration item (CI) Conscious Competence - ✔✔ The individual know how to do something but it is not second nature. Conscious Incompetence - ✔✔ Individual recognize that they don't understand something Continual Ser vice Improvement (CSI) - ✔✔ "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 - ✔✔ Measure of the support center's cost -effectiveness - people, overhead and infrastructure. Creative Thinking - ✔✔ Is the ability to think outside the box. It is important because it helps DST identify points of failure and areas of improvement .
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