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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: Support Center Operations | 10% | - Tools and remote support technologies - Metrics and performance reporting - ITSM and HDI standards |
| Topic 3: Technical Knowledge | 15% | - Operating systems basics - Networking fundamentals - Software and application support - Computer hardware components |
| Topic 4: Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Prioritization and escalation procedures - Ticket logging and documentation - Incident lifecycle and classification |
| 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:
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
Correct Answer: B,D 🗳️
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)
Correct Answer: A,C,D 🗳️
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
Correct Answer: A 🗳️
Which two techniques are important for keeping A customer focused? (Choose two.)
- A. Open questions
- B. Paraphrasing
- C. Closed questions
- D. Self-help systems
Correct Answer: B,C 🗳️
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