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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management Processes | 25% | - Logging and tracking incidents - Resolution and closure procedures - Prioritization and escalation |
| Topic 2: Customer Service Skills | 30% | - Empathy and professionalism - Active listening and communication - Handling difficult customers - Telephone and email etiquette |
| Topic 3: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Topic 4: Service Management & Best Practices | 15% | - Support processes and workflows - ITIL basics - Service level agreements (SLAs) |
| Topic 5: Problem Solving & Troubleshooting | 25% | - Root cause analysis - Diagnostic techniques - Use of knowledge bases and tools |
HDI Help Desk Analyst (HDA) Sample Questions:
1. What two considerations need to be made when sharing workspace? (Choose two.)
A) Discretion and courtesy when decorating
B) Maintain a clean environment
C) None, each person needs to take care of it themselves
D) Share only with persons with similar likes/dislikes
2. Why is using a uniform greeting and closing with the customer an essential telephone skill?
A) It is important to put the customer at ease
B) Customers will receive the same level of professionalism
C) The close of a telephone call is as important as the greeting
D) It is an effective way to handle difficult customers
3. What is the most commonly used technology in the support center?
A) Telephony
B) Self-help
C) Remote control
D) E-mail
4. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
A) The analyst calls the customer back to correct the information
B) The analyst has another analyst call the customer
C) The analyst closes the call and moves to the next call
D) The analyst calls the customer back and blames the incorrect information on bad documentation
5. What is the number one goal of support services?
A) To obtain information for any questions that are asked
B) To resolve all calls requiring technical support
C) To give technical support to anyone who calls
D) To keep the customer performing at the highest level possible
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: D |
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