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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Technical Knowledge | 15% | - Operating systems basics - Software and application support - Computer hardware components - Networking fundamentals |
| Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Incident lifecycle and classification - Prioritization and escalation procedures - Ticket logging and documentation |
| Support Center Operations | 10% | - Metrics and performance reporting - ITSM and HDI standards - Tools and remote support technologies |
| Customer Service & Communication | 25% | - Service principles and best practices - Conflict resolution - Managing customer expectations - Effective communication techniques |
| Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
HDI Help Desk Analyst (HDA) Sample Questions:
You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)
- A. Use reference documentation
- B. Ask a peer
- C. Escalate the problem
- D. Suggest that the customer ask a peer
Correct Answer: B,C 🗳️
What is paraphrasing?
- A. Repeating what the customer says using your own words
- B. Repeating what the customer says in their words
- C. Using lots of long words when speaking to A customer
- D. Telling the customer what they meant to say
Correct Answer: A 🗳️
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. Inform the customer that the product is not supported
- C. Determine what the real need is
- D. Apologies for not being able to assist the customer
Correct Answer: A,D 🗳️
What are three characteristics of effective inter-departmental relationship?
- A. Support of other departments even when they make a mistake
- B. Shared information between departments within your organization
- C. Shared management responsibilities
- D. Treatment of others in your organization as if they were your customer
Correct Answer: A,B,D 🗳️
A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)
- A. Regularly use the customer's first name
- B. Empathize with the customer
- C. Raise your voice when asking questions
- D. Tell the customer to "snap out of it"
Correct Answer: A,B 🗳️
Mildred 
Zachary 
Regan 
Chester 
Lambert 
James 
