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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
| Topic 2: Support Center Operations | 10% | - ITSM and HDI standards - Tools and remote support technologies - Metrics and performance reporting |
| Topic 3: Technical Knowledge | 15% | - Computer hardware components - Networking fundamentals - Operating systems basics - Software and application support |
| Topic 4: Customer Service & Communication | 25% | - Managing customer expectations - Effective communication techniques - Conflict resolution - Service principles and best practices |
| Topic 5: Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Ticket logging and documentation - Prioritization and escalation procedures - Incident lifecycle and classification |
HDI Help Desk Analyst (HDA) Sample Questions:
In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)
- A. You are open to learning
- B. You use the same tools
- C. You offer more options
- D. You rely on the obvious
Why are customer satisfaction surveys important?
- A. They reveal how the help desk is perceived by the customer
- B. They reveal what abandon rate is acceptable
- C. They determine the percentage of first call resolution (FCR)
- D. They determine what level of support the customer is receiving
In which three circumstances is it appropriate to use open question? (Choose three.)
- A. When you have exhausted your possibilities
- B. When your time is limited
- C. When you need the customer elaborate
- D. When you need to build rapport
What is the number one goal of support services?
- A. To obtain information for any questions that are asked
- B. To keep the customer performing at the highest level possible
- C. To resolve all calls requiring technical support
- D. To give technical support to anyone who calls
Place the network terms that are most related to one another and that provide similar functionality next to each other.

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