HDI Desktop Support Technician.pdf file:///C:/Users/HP/Desktop/New%20folder%20(2)/HDI%20Desktop
HDI Desktop Support Technician
Questions & Answers
1. Abandon Before Answer (ABA)
Answer The percentage of total calls received where callers hang up or leave the
queue before reaching a support team member
2. Access Management
Answer Manage access requests in a manner that meets the business needs. Access
management procedures are based on the security and availability policies.
3. Aggressiveness
Answer Demonstrates a disregard for the rights of others.
4. Assertiveness
Answer Demonstrates knowledge of your right and the rights of others.
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,HDI Desktop Support Technician.pdf file:///C:/Users/HP/Desktop/New%20folder%20(2)/HDI%20Desktop
5. Automated Call Distributor (ACD)
Answer The telephone system used in call centers. Automatically answers,
distributes calls and provides real-time/historical reports on these activities.
6. Availability
Answer Percentage of total time the technician is available to take incom-
ing/outgoing calls. Used to measure staff productivity and utilization.
7. Average Handle Time (AHT)
Answer Talk time + after call work; used to develop staffing/ scheduling
models.
8. Average Speed to Answer (ASA)
Answer Amount of time that a caller waits in the queue before the call is answered.
9. Best Practice
Answer A way of accomplishing a business function or process that is held to be
superior to all other known methods.
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,HDI Desktop Support Technician.pdf file:///C:/Users/HP/Desktop/New%20folder%20(2)/HDI%20Desktop
10. Change
Answer The addition, modification or elimination of an authorized, planned or
supporting service and its related documentation.
11. Change Management
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.
12. Closed-Ended Questions
Answer Seeks "yes" "no" or limited responses. Used to validate or obtain specific
information and to control a conversation.
13. Computer Telephone Integration (CTI)
Answer Integration of voice with data. Im- proves customer perception of support
center while also improving call handling efficiency and accuracy.
14. Confidentiality
Answer Protects the customer and the company from, abuse of infor- mation and
ensures legal compliance.
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