HDI qualified help desk analyst(hda) : QQ0-100

  • Exam Code: HDI
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Aug 20, 2026
  • Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:
SectionObjectives
Topic 1: Technical Support Fundamentals- IT Systems Basics
  • 1. Hardware and software support concepts
    • 2. Network and connectivity basics
      - Troubleshooting Principles
      • 1. Basic diagnostic techniques
        • 2. Problem resolution process
          Topic 2: IT Service Management Concepts- Service Desk Best Practices
          • 1. Service level agreements (SLAs)
            • 2. Escalation procedures
              - Process Awareness
              • 1. Incident vs problem management
                • 2. Change management basics
                  Topic 3: Customer Service and Support Fundamentals- Service Desk Operations
                  • 1. Incident handling workflow
                    • 2. Ticket logging and prioritization
                      - Communication Skills
                      • 1. Professional communication with users
                        • 2. Active listening and questioning techniques

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