HDI Desktop Support Technician Latest Update

HDI Desktop Support Technician Latest Update - with 110 Questions and Verified Correct Answers Golden Ticket to Guaranteed A+ Verified by Professor

Abandon Before Answer (ABA) - CORRECT ANSWER: The percentage of total calls

received where callers hang up or leave the queue before reaching a support team member

Access Management - CORRECT ANSWER: Manage access requests in a manner that

meets the business needs. Access management procedures are based on the security and availability policies.

Aggressiveness - CORRECT ANSWER: Demonstrates a disregard for the rights of

others.

Assertiveness - CORRECT ANSWER: Demonstrates knowledge of your right and the

rights of others.

Automated Call Distributor (ACD) - CORRECT ANSWER: The telephone system used

in call centers. Automatically answers, distributes calls and provides real-time/historical reports on these activities.

Availability - CORRECT 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): - CORRECT ANSWER: Talk time + after call work; used to develop staffing/ scheduling models.

• / 2

Average Speed to Answer (ASA) - CORRECT ANSWER: Amount of time that a caller

waits in the queue before the call is answered.

Best Practice - CORRECT ANSWER: A way of accomplishing a business function or

process that is held to be superior to all other known methods.

Change - CORRECT ANSWER: The addition, modification or elimination of an

authorized, planned or supporting service and its related documentation.

Change Management - CORRECT 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 - CORRECT ANSWER: Seeks "yes" "no" or limited responses. Used to validate or obtain specific information and to control a conversation.

Computer Telephone Integration (CTI) - CORRECT ANSWER: Integration of voice with data. Improves customer perception of support center while also improving call handling efficiency and accuracy.

Confidentiality - CORRECT ANSWER: Protects the customer and the company from,

abuse of information and ensures legal compliance.

Configuration Item (CI) - CORRECT 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) - CORRECT ANSWER: A database

which contains details about the attributes and history of each configuration item (CI)

Conscious Competence - CORRECT ANSWER: The individual know how to do

something but it is not second nature.

• / 2