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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Troubleshooting | 20% | - Root cause analysis basics - Solution verification and closure - Systematic troubleshooting methodology |
| Topic 2: Technical Knowledge | 15% | - Computer hardware components - Operating systems basics - Networking fundamentals - Software and application support |
| Topic 3: Support Center Operations | 10% | - Tools and remote support technologies - Metrics and performance reporting - ITSM and HDI standards |
| Topic 4: Incident & Service Request Management | 30% | - Incident lifecycle and classification - Prioritization and escalation procedures - Ticket logging and documentation - Service level agreements (SLAs) |
| Topic 5: Customer Service & Communication | 25% | - Effective communication techniques - Managing customer expectations - Conflict resolution - Service principles and best practices |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Companies typically restrict access to which three types of data? (Choose three.)
A) Personnel records
B) Payroll information
C) Proprietary information
D) Office location
2. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)
A) Keeps customers up-to-date on new applications
B) Results in customers calling less frequently
C) Helps customers make better decisions
D) Improves quality and accuracy
3. Place the network terms that are most related to one another and that provide similar functionality next to each other.
4. Which two techniques are used to match a caller's style? (Choose two.)
A) Paraphrasing
B) Vocabulary
C) Style
D) Restating
5. Which statement best describes logical problem solving?
A) Organizing a problem into a series of rational, orderly steps
B) Applying a project management approach
C) Finding a workaround in the shortest possible time
D) A reactive process
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: B,C | Question # 3 Answer: Only visible for members | Question # 4 Answer: B,C | Question # 5 Answer: A |




