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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Center Operations | 10% | - Metrics and performance reporting - Tools and remote support technologies - ITSM and HDI standards |
| Customer Service & Communication | 25% | - Service principles and best practices - Effective communication techniques - Conflict resolution - Managing customer expectations |
| Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
| Technical Knowledge | 15% | - Operating systems basics - Computer hardware components - Software and application support - Networking fundamentals |
| Incident & Service Request Management | 30% | - Incident lifecycle and classification - Ticket logging and documentation - Prioritization and escalation procedures - Service level agreements (SLAs) |
HDI Help Desk Analyst (HDA) Sample Questions:
Question 1
What are three key strengths of critical thinkers? (Choose three.)
A. They are organized
B. They are empathetic
C. They are analytical
D. They are logical
Question 2
What are three components of CTI? (choose three)
A. ACD
B. NT domain server
C. Integration server
D. IVR
Question 3
What are three benefits of a change management process? (Choose three.)
A. Timely notification to affected parties
B. Pro-active communication
C. Documentation of affected systems and processes
D. Timely problem resolution
Question 4
What is the primary role of support service?
A. To track problems and bugs
B. To provide technical resolutions
C. To provide quality assistance
D. To provide the customer with a knowledge-base
Question 5
Which question allows you to determine whether or not your customer is logged on to the network?
A. Which drives are displayed on your computer?
B. What is your login ID?
C. Are you logged on to the network?
D. Can you access e-mail?
Solutions:
| Question 1 Answer: A,C,D | Question 2 Answer: A,C,D | Question 3 Answer: A,B,C | Question 4 Answer: C | Question 5 Answer: A |
