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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Topic 2: Incident Management Processes | 25% | - Resolution and closure procedures - Logging and tracking incidents - Prioritization and escalation |
| Topic 3: Problem Solving & Troubleshooting | 25% | - Root cause analysis - Diagnostic techniques - Use of knowledge bases and tools |
| Topic 4: Customer Service Skills | 30% | - Handling difficult customers - Telephone and email etiquette - Empathy and professionalism - Active listening and communication |
| Topic 5: Service Management & Best Practices | 15% | - ITIL basics - Support processes and workflows - Service level agreements (SLAs) |
HDI Help Desk Analyst (HDA) Sample Questions:
1. What are three obstructions to active listening? (Choose three.)
A) Emotional carry-over
B) Situational constraints
C) Prior knowledge
D) Positive reinforcement
2. Which system allows A customer to choose among various options when calling a help desk?
A) Multiple Option System (MOS)
B) Voice Recognition System (VRS)
C) Optional Response Routing (ORR)
D) Interactive Voice Response (IVR)
3. What are three important attributes of high-quality leaders? (Choose three.)
A) They use authority and control to direct the subordinates
B) They provide a channel through which problems can be aired
C) They encourage interest and curiosity among subordinates
D) They stimulate creativity and innovation among subordinates
4. Which three network outages should be assigned a high priority? (choose three)
A) Fifteen database developers have no network connectivity in their area of the building or floor
B) Customers report that they cannot receive credit card payments due to network connectivity loss
C) A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
D) One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center
5. What should you do to assess A customer level of knowledge?
A) Assume the customer has a basic level of knowledge
B) Provide more detailed explanations
C) Ask open questions
D) Ask closed questions
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: D | Question # 3 Answer: B,C,D | Question # 4 Answer: A,B,D | Question # 5 Answer: D |
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