HDI qualified help desk analyst(hda) : QQ0-100

  • Exam Code: HDI
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Aug 11, 2026
  • Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:
SectionObjectives
Customer Service and Support Fundamentals- Communication Skills
  • 1. Active listening and questioning techniques
    • 2. Professional communication with users
      - Service Desk Operations
      • 1. Ticket logging and prioritization
        • 2. Incident handling workflow
          IT Service Management Concepts- Process Awareness
          • 1. Incident vs problem management
            • 2. Change management basics
              - Service Desk Best Practices
              • 1. Escalation procedures
                • 2. Service level agreements (SLAs)
                  Technical Support Fundamentals- IT Systems Basics
                  • 1. Network and connectivity basics
                    • 2. Hardware and software support concepts
                      - Troubleshooting Principles
                      • 1. Problem resolution process
                        • 2. Basic diagnostic techniques

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