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Last Updated: Sep 17, 2026
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident & Service Request Management | 30% | - Prioritization and escalation procedures - Incident lifecycle and classification - Ticket logging and documentation - Service level agreements (SLAs) |
| Topic 2: Customer Service & Communication | 25% | - Service principles and best practices - Effective communication techniques - Conflict resolution - Managing customer expectations |
| Topic 3: Technical Knowledge | 15% | - Computer hardware components - Operating systems basics - Software and application support - Networking fundamentals |
| Topic 4: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
| Topic 5: Support Center Operations | 10% | - Metrics and performance reporting - ITSM and HDI standards - Tools and remote support technologies |
HDI Help Desk Analyst (HDA) Sample Questions:
What is the primary purpose of an on-going (event) survey?
- A. Evaluate customer satisfaction with products, services, and personnel
- B. Measure individual analyst performance
- C. Determine employee bonuses
- D. Trend customer satisfaction between annual surveys
Correct Answer: D 🗳️
What is deductive reasoning?
- A. Reasoning based on logic and analysis
- B. Reasoning based on analysis and experience
- C. Reasoning based on experience and intuition
- D. Reasoning based on intuition and process of elimination
Correct Answer: A 🗳️
What are three benefits of a change management process? (Choose three.)
- A. Timely notification to affected parties
- B. Timely problem resolution
- C. Documentation of affected systems and processes
- D. Pro-active communication
Correct Answer: A,C,D 🗳️
What is the first thing you should do if you think there is unlicensed software on computers at your company?
- A. Notify industry piracy association
- B. Notify software vendor
- C. Notify IT/legal/security departments
- D. Do nothing, everyone already knows
Correct Answer: A 🗳️
Which metric indicates how long A customer has to wait before talking to an analyst?
- A. Average talk time
- B. Average capture time
- C. Average call time
- D. Average speed of answer
Correct Answer: D 🗳️
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