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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management Processes | 25% | - Logging and tracking incidents - Prioritization and escalation - Resolution and closure procedures |
| Topic 2: Service Management & Best Practices | 15% | - ITIL basics - Support processes and workflows - Service level agreements (SLAs) |
| Topic 3: Customer Service Skills | 30% | - Telephone and email etiquette - Active listening and communication - Empathy and professionalism - Handling difficult customers |
| Topic 4: Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Root cause analysis - Diagnostic techniques |
| Topic 5: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which technique will best optimize talk time?
A) Analyst asks clarifying questions
B) Analyst adjust to customer pace and competence level
C) Analyst uses business language
D) Customer should be prepared to actively listen
2. 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
3. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
A) Reset the customer expectation for low severity problems
B) Refer the customer to the service level agreement (SLA)
C) Record the problem as a low severity
D) Assess the technical and business issues and negotiate until you and the customer agree
4. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)
A) Be less time-disciplined
B) Stay on target
C) Slow the pace
D) Focus on the facts
E) Project confidence
5. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)
A) Suggest that the customer ask a peer
B) Use reference documentation
C) Escalate the problem
D) Ask a peer
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B,C,D | Question # 5 Answer: C,D |
