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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Help Desk Operations | - Incident handling process - Ticket documentation and tracking |
| Topic 2: Customer Service Skills | - Managing difficult customers - Communication fundamentals - Customer interaction best practices |
| Topic 3: Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
| Topic 4: Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
HDI Help Desk Analyst (HDA) Sample Questions:
Which two are characteristics of unsuccessful teams? (Choose two.)
- A. Lack objectives
- B. Independence
- C. Good team morale
- D. Lack of ownership
Correct Answer: A,D 🗳️
Which two statements describe active listening? (choose two)
- A. Listen for ideas and images, not just words
- B. Place the caller on hold to take notes
- C. Eliminate internal biases and negative thoughts
- D. Interrupt the caller to clarify statements
Correct Answer: A,C 🗳️
Which technique will best optimize talk time?
- A. Analyst uses business language
- B. Analyst asks clarifying questions
- C. Analyst adjust to customer pace and competence level
- D. Customer should be prepared to actively listen
Correct Answer: C 🗳️
Which four statements about self-help materials are true?
- A. They should replace the need for instructor-led training
- B. They should contain accurate information
- C. They should be timely and relevant
- D. Their location should be explained to employees
- E. They should be user-friendly
Correct Answer: B,C,D,E 🗳️
What is the key benefit of using a web site for reference?
- A. It provides searchable topic fields
- B. It is computer-based
- C. It provides private access
- D. It is printable
Correct Answer: A 🗳️
