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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
| Topic 2: Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Topic 3: Problem Solving & Troubleshooting | 25% | - Root cause analysis - Diagnostic techniques - Use of knowledge bases and tools |
| Topic 4: Customer Service Skills | 30% | - Handling difficult customers - Telephone and email etiquette - Empathy and professionalism - Active listening and communication |
| Topic 5: Service Management & Best Practices | 15% | - Support processes and workflows - Service level agreements (SLAs) - ITIL basics |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which statement best describes logical problem solving?
A) Organizing a problem into a series of rational, orderly steps
B) A reactive process
C) Finding a workaround in the shortest possible time
D) Applying a project management approach
2. What are three benefits of a change management process? (Choose three.)
A) Timely problem resolution
B) Timely notification to affected parties
C) Pro-active communication
D) Documentation of affected systems and processes
3. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?
A) Escalate to a manager to reassign the call
B) Set a call back time and tell the customer you will review the call with an expert
C) Inform the customer of the product limitations you are aware of, but assure them they will receive support
D) Determine priority/severity and collect/document the appropriate information
4. What is the primary role of support service?
A) To track problems and bugs
B) To provide quality assistance
C) To provide the customer with a knowledge-base
D) To provide technical resolutions
5. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)
A) Focus on the facts
B) Stay on target
C) Slow the pace
D) Project confidence
E) Be less time-disciplined
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B,C,D | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: A,B,C |
