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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
| Help Desk Operations | - Incident handling process - Ticket documentation and tracking |
| Customer Service Skills | - Customer interaction best practices - Managing difficult customers - Communication fundamentals |
| Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
HDI Help Desk Analyst (HDA) Sample Questions:
Which three techniques describe basic creative thinking? (choose three)
- A. Developing alternatives
- B. Changing your perspective
- C. Talking the complex approach
- D. Looking beyond the evident
Correct Answer: A,B,D 🗳️
Place the network terms that are most related to one another and that provide similar functionality next to each other.
Correct Answer:
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 calls the customer back and blames the incorrect information on bad documentation
- C. The analyst has another analyst call the customer
- D. The analyst closes the call and moves to the next call
Correct Answer: C 🗳️
A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)
- A. Apologies for not being able to assist the customer
- B. Inform the customer that the product is not supported
- C. Develop alternatives
- D. Determine what the real need is
Correct Answer: A,C 🗳️
What is the key benefit of using a web site for reference?
- A. It is printable
- B. It provides searchable topic fields
- C. It provides private access
- D. It is computer-based
Correct Answer: B 🗳️
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