HDI QQ0-100 Exam Collection - HDI qualified help desk analyst(hda)

Updated: Sep 10, 2026
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HDI QQ0-100 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Incident and Service Request Management25%- Ticketing and workflow systems
- Escalation and resolution procedures
- Problem solving and troubleshooting methodology
- Incident logging and categorization
Topic 2: Role and Responsibilities of the Help Desk Analyst20%- Purpose and mission of the service desk
- Professional standards and ethics
- IT service management fundamentals
Topic 3: Technical Knowledge and Troubleshooting20%- Basic networking and connectivity
- Operating systems and software
- Hardware components and issues
- Security and remote support tools
Topic 4: Processes, Metrics and Continuous Improvement10%- Documentation and knowledge management
- ITIL and HDI Support Center Standard
- Key performance indicators
Topic 5: Customer Service and Communication Skills25%- Active listening and questioning
- Effective communication techniques
- Customer satisfaction and relationship management

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