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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Root cause analysis - Diagnostic techniques |
| Customer Service Skills | 30% | - Handling difficult customers - Empathy and professionalism - Active listening and communication - Telephone and email etiquette |
| Incident Management Processes | 25% | - Prioritization and escalation - Resolution and closure procedures - Logging and tracking incidents |
| Service Management & Best Practices | 15% | - Support processes and workflows - Service level agreements (SLAs) - ITIL basics |
| Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
HDI Help Desk Analyst (HDA) Sample Questions:
You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?
- A. Ask the customer if there is someone else in their organization for you to talk to
- B. Find someone else who can understand the customer better
- C. Tell the customer you are having difficulty understanding them
- D. Inform the customer that you cannot understand them and there is nothing you can do to help them
Correct Answer: C 🗳️
What are three techniques of active listening? (choose three)
- A. Researching the problem
- B. Taking notes
- C. Acknowledging the customer
- D. Concentrating
Correct Answer: B,C,D 🗳️
An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
- A. The analyst closes the call and moves to the next call
- B. The analyst has another analyst call the customer
- C. The analyst calls the customer back to correct the information
- D. The analyst calls the customer back and blames the incorrect information on bad documentation
Correct Answer: B 🗳️
Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)
- A. Low superior-subordinate interaction
- B. Low employee morale
- C. High employee morale
- D. High adherence to policies
Correct Answer: C,D 🗳️
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