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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technical Knowledge | 15% | - Networking fundamentals - Software and application support - Computer hardware components - Operating systems basics |
| Topic 2: Incident & Service Request Management | 30% | - Incident lifecycle and classification - Ticket logging and documentation - Prioritization and escalation procedures - Service level agreements (SLAs) |
| Topic 3: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Systematic troubleshooting methodology - Root cause analysis basics |
| Topic 4: Customer Service & Communication | 25% | - Managing customer expectations - Conflict resolution - Service principles and best practices - Effective communication techniques |
| Topic 5: Support Center Operations | 10% | - Tools and remote support technologies - ITSM and HDI standards - Metrics and performance reporting |
HDI Help Desk Analyst (HDA) Sample Questions:
1. What are three techniques of active listening? (choose three)
A) Taking notes
B) Concentrating
C) Researching the problem
D) Acknowledging the customer
2. Why is using a uniform greeting and closing with the customer an essential telephone skill?
A) The close of a telephone call is as important as the greeting
B) It is important to put the customer at ease
C) Customers will receive the same level of professionalism
D) It is an effective way to handle difficult customers
3. What is the first thing you should do if you think there is unlicensed software on computers at your company?
A) Notify industry piracy association
B) Notify IT/legal/security departments
C) Do nothing, everyone already knows
D) Notify software vendor
4. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?
A) Escalate to a manager to reassign the call
B) Determine priority/severity and collect/document the appropriate information
C) Set a call back time and tell the customer you will review the call with an expert
D) Inform the customer of the product limitations you are aware of, but assure them they will receive support
5. Which statement best describes communication within a positive work environment?
A) Managers are responsible for initiating vertical communication
B) E-mail and automate communications mediums are used extensively
C) Communication among all members of the organization is maximized
D) Peer-to -peer communication works best within the department
Solutions:
| Question # 1 Answer: A,B,D | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: C |
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