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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 25% | - Root cause analysis - Use of knowledge bases and tools - Diagnostic techniques |
| Incident Management Processes | 25% | - Resolution and closure procedures - Prioritization and escalation - Logging and tracking incidents |
| Service Management & Best Practices | 15% | - Support processes and workflows - ITIL basics - Service level agreements (SLAs) |
| Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Customer Service Skills | 30% | - Active listening and communication - Telephone and email etiquette - Handling difficult customers - Empathy and professionalism |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Why is using a uniform greeting and closing with the customer an essential telephone skill?
A) The close of a telephone call is as important as the greeting
B) It is an effective way to handle difficult customers
C) Customers will receive the same level of professionalism
D) It is important to put the customer at ease
2. What is the primary purpose of an on-going (event) survey?
A) Determine employee bonuses
B) Evaluate customer satisfaction with products, services, and personnel
C) Measure individual analyst performance
D) Trend customer satisfaction between annual surveys
3. What is the key benefit of a positive work environment?
A) Diversification of skill sets is minimized
B) Management involvement is separated from individual involvement
C) The need for recognition of individual effort is minimized
D) Rapport among team members is increased
4. In which three ways can you create a positive image of your organization? (choose three)
A) Provide consistent and fair services
B) Respond to customers in a timely fashion
C) Follow all call-flow procedures
D) Display sensitivity to the feelings of your customers
5. In which three circumstances is it appropriate to use open question? (Choose three.)
A) When your time is limited
B) When you have exhausted your possibilities
C) When you need to build rapport
D) When you need the customer elaborate
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A,B,D | Question # 5 Answer: B,C,D |
