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HDI Desktop Support Technician Latest Update Actual Exam from Credible Sources with 110 Questions and Verified Correct Answers Golden Ticket to Guaranteed A+ Verified by Professor$20.99
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HDI Desktop Support Technician Latest Update Actual Exam from Credible Sources with 110 Questions and Verified Correct Answers Golden Ticket to Guaranteed A+ Verified by Professor
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HDI Desktop Support Technician
Institution
HDI Desktop Support Technician
HDI Desktop Support Technician Latest Update Actual Exam from Credible Sources with 110 Questions and Verified Correct Answers Golden Ticket to Guaranteed A+ Verified by Professor
HDI Desktop Support Technician Latest Update
2024-2025 Actual Exam from Credible Sources
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.
, 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.
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