Exam (elaborations)
HDI Desktop Support Technician Exam/110 Complete Q’s and A’s
- Course
- Institution
HDI Desktop Support Technician Exam/110 Complete Q’s and A’s
[Show more]
Content preview
HDI Desktop Support TechnicianExam/110 Complete Q’s and A’s
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 responses. 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 accuracy.
- 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 about 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 Service 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.
- Customer - -Customers buys ($$) goods or services and defines, negotiate
the SLA and agree to our service level targets.
- Customer Competency - -Customer's ability to understand and perform a
task
- Customer Differentiating - -Understanding that 75% of customer
satisfaction consists of meeting the customer's psychological needs and only
25% comes from meeting their business needs.
- Customer Management (Benefits) - -1. Faster incident resolution times,
2.Increased level customer satisfaction, 3. Improve support center
productivity, 4. Establish support center credibility, 5. Enhance support
center image
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Nursephil2023. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $12.49. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
67866 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now