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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Diagnostic techniques - Root cause analysis |
| Customer Service Skills | 30% | - Handling difficult customers - Active listening and communication - Empathy and professionalism - Telephone and email etiquette |
| Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Service Management & Best Practices | 15% | - ITIL basics - Service level agreements (SLAs) - Support processes and workflows |
| Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
HDI Help Desk Analyst (HDA) Sample Questions:
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
Place the Problem solving steps in order.
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
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
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
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