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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management & Best Practices | 15% | - ITIL basics - Service level agreements (SLAs) - Support processes and workflows |
| Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Customer Service Skills | 30% | - Handling difficult customers - Active listening and communication - Empathy and professionalism - Telephone and email etiquette |
| Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
| Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Diagnostic techniques - Root cause analysis |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which three metrics would be affected by training? (choose three)
A) First call resolution
B) Average call time
C) After call work time
D) Abandon rate
2. Place the Problem solving steps in order.
3. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A) Evaluate customer satisfaction with products, services and personnel
B) Identify changes to products, services and processes
C) Measure performance of individual analysts at the help desk
D) Determine management bonuses
4. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)
A) Develop alternatives
B) Determine what the real need is
C) Apologies for not being able to assist the customer
D) Inform the customer that the product is not supported
5. In which two instances is it appropriate to use the customers first name? (choose two)
A) When you have established a good rapport with the customer
B) When the customer becomes irate
C) During the initial interaction with the customer
D) During informal communication
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: Only visible for members | Question # 3 Answer: A,B | Question # 4 Answer: A,C | Question # 5 Answer: B,C |
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