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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Technical Knowledge | 15% | - Software and application support - Operating systems basics - Networking fundamentals - Computer hardware components |
| Incident & Service Request Management | 30% | - Incident lifecycle and classification - Ticket logging and documentation - Service level agreements (SLAs) - Prioritization and escalation procedures |
| Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
| Support Center Operations | 10% | - Metrics and performance reporting - ITSM and HDI standards - Tools and remote support technologies |
| Customer Service & Communication | 25% | - Managing customer expectations - Service principles and best practices - Effective communication techniques - Conflict resolution |
HDI Help Desk Analyst (HDA) Sample Questions:
1. A customer satisfaction survey is important because it obtains information about_____.
A) Individual analyst performance
B) The customer base
C) Management performance
D) Customer service performance
2. Which two statements describe active listening? (choose two)
A) Interrupt the caller to clarify statements
B) Eliminate internal biases and negative thoughts
C) Place the caller on hold to take notes
D) Listen for ideas and images, not just words
3. Which two are benefits of teamwork? (choose two)
A) Increased sympathy
B) More buy-in
C) Reduced flexibility
D) Higher motivation
4. Which three techniques describe basic creative thinking? (choose three)
A) Changing your perspective
B) Talking the complex approach
C) Looking beyond the evident
D) Developing alternatives
5. Which two are characteristics of a team player? (Choose two.)
A) Independence
B) Conformity
C) Participation
D) Courtesy
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B,D | Question # 3 Answer: B,D | Question # 4 Answer: A,C,D | Question # 5 Answer: B,C |
