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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service & Communication | 25% | - Conflict resolution - Service principles and best practices - Effective communication techniques - Managing customer expectations |
| Topic 2: Technical Knowledge | 15% | - Networking fundamentals - Computer hardware components - Software and application support - Operating systems basics |
| Topic 3: Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Prioritization and escalation procedures - Incident lifecycle and classification - Ticket logging and documentation |
| Topic 4: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Systematic troubleshooting methodology - Root cause analysis basics |
| Topic 5: Support Center Operations | 10% | - Tools and remote support technologies - Metrics and performance reporting - ITSM and HDI standards |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which two are effective techniques for dealing with stress? (Choose two.)
A) Set realistic goals/objectives
B) Exercise and observe good nutrition practices
C) Take long breaks
D) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
2. In which three circumstances is it appropriate to use open question? (Choose three.)
A) When you need to build rapport
B) When your time is limited
C) When you need the customer elaborate
D) When you have exhausted your possibilities
3. What are three characteristics of effective inter-departmental relationship?
A) Support of other departments even when they make a mistake
B) Shared information between departments within your organization
C) Shared management responsibilities
D) Treatment of others in your organization as if they were your customer
4. What is deductive reasoning?
A) Reasoning based on analysis and experience
B) Reasoning based on intuition and process of elimination
C) Reasoning based on logic and analysis
D) Reasoning based on experience and intuition
5. In which three situations is escalating a call to management appropriate? (choose three)
A) When the customer requests it
B) When you have little or no experience with the problem
C) When you have exhausted all your available resources
D) When the service level agreement (SLA) requires it
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: A,C,D | Question # 3 Answer: A,B,D | Question # 4 Answer: C | Question # 5 Answer: A,C,D |
