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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
| Topic 2: Technical Knowledge | 15% | - Operating systems basics - Networking fundamentals - Software and application support - Computer hardware components |
| Topic 3: Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Prioritization and escalation procedures - Ticket logging and documentation - Incident lifecycle and classification |
| Topic 4: Support Center Operations | 10% | - Tools and remote support technologies - Metrics and performance reporting - ITSM and HDI standards |
| Topic 5: Customer Service & Communication | 25% | - Conflict resolution - Service principles and best practices - Effective communication techniques - Managing customer expectations |
HDI Help Desk Analyst (HDA) Sample Questions:
1. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)
A) Suggest that the customer ask a peer
B) Escalate the problem
C) Use reference documentation
D) Ask a peer
2. Place the Problem solving steps in order.
3. Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)
A) Work/problem ticket request pages
B) Corporate home pages
C) Knowledge databases
D) Frequently asked questions (FAQs)
4. What is a benefit of purchasing a knowledge database?
A) It provides comprehensive information on commonly used hardware and software
B) It is inexpensive to update
C) It provides comprehensive information on proprietary applications
D) It is inexpensive to purchase
5. Which two techniques are important for keeping A customer focused? (Choose two.)
A) Open questions
B) Paraphrasing
C) Closed questions
D) Self-help systems
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: Only visible for members | Question # 3 Answer: A,C,D | Question # 4 Answer: A | Question # 5 Answer: B,C |
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