Exam (elaborations)
HDI Desktop Support Technician Exam
- Module
- Institution
HDI Desktop Support Technician Exam ...
[Show more]
Seller
Follow
Mirror
Reviews received
Content preview
HDI Desktop Support Technician Exam2024-2025
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
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.
Aggressiveness - ANSWER Demonstrates a disregard for the rights
of others.
Assertiveness - ANSWER Demonstrates knowledge of your right
and the rights of others.
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.
Availability - 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): - ANSWER Talk time + after call work;
used to develop staffing/ scheduling models.
Average Speed to Answer (ASA) - ANSWER Amount of time that a
caller waits in the queue before the call is answered.
Best Practice - ANSWER A way of accomplishing a business
function or process that is held to be superior to all other known
methods.
Change - ANSWER The addition, modification or elimination of an
authorized, planned or supporting service and its related
, documentation.
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.
Closed-Ended Questions - ANSWER Seeks "yes" "no" or limited
responses. Used to validate or obtain specific information and to
control a conversation.
Computer Telephone Integration (CTI) - ANSWER Integration of
voice with data. Improves customer perception of support center
while also improving call handling efficiency and accuracy.
Confidentiality - ANSWER Protects the customer and the company
from, abuse of information and ensures legal compliance.
Configuration Item (CI) - 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) - ANSWER A
database which contains details about the attributes and history of
each configuration item (CI)
Conscious Competence - ANSWER The individual know how to do
something but it is not second nature.
Conscious Incompetence - ANSWER Individual recognize that they
don't understand something
Continual Service Improvement (CSI) - ANSWER "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 - ANSWER Measure of the support
center's cost-effectiveness - people, overhead and infrastructure.
Creative Thinking - ANSWER Is the ability to think outside the box. It
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 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 Mirror. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for £10.10. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
57727 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy revision notes and other study material for 14 years now