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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Topic 2: Service Management & Best Practices | 15% | - Service level agreements (SLAs) - ITIL basics - Support processes and workflows |
| Topic 3: Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
| Topic 4: Problem Solving & Troubleshooting | 25% | - Diagnostic techniques - Use of knowledge bases and tools - Root cause analysis |
| Topic 5: Customer Service Skills | 30% | - Telephone and email etiquette - Active listening and communication - Empathy and professionalism - Handling difficult customers |
HDI Help Desk Analyst (HDA) Sample Questions:
You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)
- A. Ask a peer
- B. Use reference documentation
- C. Suggest that the customer ask a peer
- D. Escalate the problem
Correct Answer: A,B 🗳️
A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
- A. Refer the customer to the service level agreement (SLA)
- B. Record the problem as a low severity
- C. Reset the customer expectation for low severity problems
- D. Assess the technical and business issues and negotiate until you and the customer agree
Correct Answer: D 🗳️
What is deductive reasoning?
- A. Reasoning based on intuition and process of elimination
- B. Reasoning based on logic and analysis
- C. Reasoning based on experience and intuition
- D. Reasoning based on analysis and experience
Correct Answer: B 🗳️
What should you do to assess A customer level of knowledge?
- A. Ask closed questions
- B. Assume the customer has a basic level of knowledge
- C. Provide more detailed explanations
- D. Ask open questions
Correct Answer: A 🗳️
Which two are characteristics of unsuccessful teams? (Choose two.)
- A. Independence
- B. Lack objectives
- C. Lack of ownership
- D. Good team morale
Correct Answer: B,C 🗳️
