HDI DESKTOP SUPPORT TECHNICIAN ACTUAL 2025/2026 UPDATED

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HDI DESKTOP SUPPORT TECHNICIAN ACTUAL 2025/2026 QUESTIONS AND 100% CORRECT ANSWERS 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. Need assistance on Online classes, Exams & Assignments? Reach out for instant help!! Full Course Assistance, Plagiarism-free Essay Writing, Research Paper, Dissertation, Discussion Posts, etc…. Confidential & Secure services. Tutors are available for all subjects! Email now at: tutorjean01@gmail.com 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 Need assistance on Online classes, Exams & Assignments? Reach out for instant help!! Full Course Assistance, Plagiarism-free Essay Writing, Research Paper, Dissertation, Discussion Posts, etc…. Confidential & Secure services. Tutors are available for all subjects! Email now at: tutorjean01@gmail.com