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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
| Technical Knowledge | 15% | - Computer hardware components - Networking fundamentals - Operating systems basics - Software and application support |
| Incident & Service Request Management | 30% | - Ticket logging and documentation - Service level agreements (SLAs) - Incident lifecycle and classification - Prioritization and escalation procedures |
| Support Center Operations | 10% | - Metrics and performance reporting - Tools and remote support technologies - ITSM and HDI standards |
| Customer Service & Communication | 25% | - Service principles and best practices - Managing customer expectations - Conflict resolution - Effective communication techniques |
HDI Help Desk Analyst (HDA) Sample Questions:
What are peripheral devices?
- A. Devices that are connected to the computer, but are external in relationships to the processing unit
- B. Devices that are connected to the computer and become the processing unit
- C. Devices that are connected to the computer and are internal in relationship to the processing unit
- D. Devices that are connected to the computer, but are neither internal nor external to the processing unit
What is a benefit of purchasing a knowledge database?
- A. It provides comprehensive information on commonly used hardware and software
- B. It is inexpensive to purchase
- C. It provides comprehensive information on proprietary applications
- D. It is inexpensive to update
In which three circumstances is it appropriate to use open question? (Choose three.)
- A. When your time is limited
- B. When you need to build rapport
- C. When you have exhausted your possibilities
- D. When you need the customer elaborate
Which system allows A customer to choose among various options when calling a help desk?
- A. Interactive Voice Response (IVR)
- B. Optional Response Routing (ORR)
- C. Multiple Option System (MOS)
- D. Voice Recognition System (VRS)
Which two characterize a successful negotiator? (Choose two.)
- A. Steps to the customers side for understanding
- B. Viewed as a problem solver
- C. Focuses on the best solution
- D. Presents a plan of how to get the solution
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