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

QQ0-100 real exams

Exam Code: QQ0-100

Exam Name: HDI qualified help desk analyst(hda)

Updated: Aug 22, 2026

Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Desk Operations- Tools and technologies
  • 1. Ticketing systems overview
    • 2. Remote support tools
      - Service desk roles and responsibilities
      • 1. First-line support functions
        • 2. Service level agreements (SLAs)
          Topic 2: Incident Management and Problem Resolution- Troubleshooting techniques
          • 1. Basic diagnostic methods
            • 2. Knowledge base usage
              - Incident handling process
              • 1. Prioritization and escalation procedures
                • 2. Logging and categorization of incidents
                  Topic 3: Professionalism and IT Service Management Basics- Workplace professionalism
                  • 1. Time management and prioritization
                    • 2. Ethics and confidentiality
                      - ITSM fundamentals
                      • 1. Continuous service improvement
                        • 2. ITIL concepts overview
                          Topic 4: Customer Service and Support Fundamentals- Customer relationship management
                          • 1. Customer satisfaction principles
                            • 2. Handling difficult customers
                              - Professional communication skills
                              • 1. Active listening and empathy
                                • 2. Verbal and written communication best practices

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