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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Ticket logging and documentation - Incident lifecycle and classification - Prioritization and escalation procedures |
| Topic 2: Problem Solving & Troubleshooting | 20% | - Root cause analysis basics - Solution verification and closure - Systematic troubleshooting methodology |
| Topic 3: Customer Service & Communication | 25% | - Service principles and best practices - Conflict resolution - Managing customer expectations - Effective communication techniques |
| Topic 4: Support Center Operations | 10% | - Metrics and performance reporting - ITSM and HDI standards - Tools and remote support technologies |
| Topic 5: Technical Knowledge | 15% | - Operating systems basics - Computer hardware components - Networking fundamentals - Software and application support |
HDI Help Desk Analyst (HDA) Sample Questions:
Question #1
What are three important attributes of high-quality leaders? (Choose three.)
A. They stimulate creativity and innovation among subordinates
B. They encourage interest and curiosity among subordinates
C. They provide a channel through which problems can be aired
D. They use authority and control to direct the subordinates
Question #2
An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
A. The analyst calls the customer back to correct the information
B. The analyst closes the call and moves to the next call
C. The analyst calls the customer back and blames the incorrect information on bad documentation
D. The analyst has another analyst call the customer
Question #3
A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)
A. Ask the customer if he has experienced any problems recently with any other applications
B. Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
C. Ask the customer if a start button or disk icon appears on the screen
D. Ask the customer if he is the only one who can print to this server
Question #4
In which three circumstances is it appropriate to use open question? (Choose three.)
A. When you need to build rapport
B. When you have exhausted your possibilities
C. When you need the customer elaborate
D. When your time is limited
Question #5
You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?
A. Troubleshoot the problem yourself
B. Wait for customers to call the help desk
C. Call all customers that use the server
D. Inform the other help desk analysts
Solutions:
| Question #1 Answer: A,B,C | Question #2 Answer: D | Question #3 Answer: B,C,D | Question #4 Answer: A,B,C | Question #5 Answer: D |
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