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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service & Communication | 25% | - Conflict resolution - Effective communication techniques - Managing customer expectations - Service principles and best practices |
| Topic 2: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
| Topic 3: Technical Knowledge | 15% | - Computer hardware components - Networking fundamentals - Software and application support - Operating systems basics |
| Topic 4: Support Center Operations | 10% | - Tools and remote support technologies - Metrics and performance reporting - ITSM and HDI standards |
| Topic 5: Incident & Service Request Management | 30% | - Prioritization and escalation procedures - Service level agreements (SLAs) - Ticket logging and documentation - Incident lifecycle and classification |
HDI Help Desk Analyst (HDA) Sample Questions:
1. In which three situations is escalating a call to management appropriate? (choose three)
A) When the customer requests it
B) When you have exhausted all your available resources
C) When the service level agreement (SLA) requires it
D) When you have little or no experience with the problem
2. Which three metrics would be affected by training? (choose three)
A) Average call time
B) First call resolution
C) After call work time
D) Abandon rate
3. Companies typically restrict access to which three types of data? (Choose three.)
A) Personnel records
B) Proprietary information
C) Office location
D) Payroll information
4. Which statement best describes logical problem solving?
A) Finding a workaround in the shortest possible time
B) A reactive process
C) Organizing a problem into a series of rational, orderly steps
D) Applying a project management approach
5. What is the first thing you should do if you think there is unlicensed software on computers at your company?
A) Do nothing, everyone already knows
B) Notify IT/legal/security departments
C) Notify software vendor
D) Notify industry piracy association
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: A,B,C | Question # 3 Answer: A,B,D | Question # 4 Answer: C | Question # 5 Answer: D |
