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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Problem Solving & Troubleshooting | 25% | - Diagnostic techniques - Use of knowledge bases and tools - Root cause analysis |
| Service Management & Best Practices | 15% | - ITIL basics - Support processes and workflows - Service level agreements (SLAs) |
| Incident Management Processes | 25% | - Logging and tracking incidents - Resolution and closure procedures - Prioritization and escalation |
| Customer Service Skills | 30% | - Telephone and email etiquette - Handling difficult customers - Empathy and professionalism - Active listening and communication |
HDI Help Desk Analyst (HDA) Sample Questions:
Question 1
A customer satisfaction survey is important because it obtains information about_____.
A. Individual analyst performance
B. The customer base
C. Management performance
D. Customer service performance
Question 2
Which two are characteristics of a team player? (Choose two.)
A. Independence
B. Participation
C. Conformity
D. Courtesy
Question 3
You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?
A. Wait for customers to call the help desk
B. Inform the other help desk analysts
C. Troubleshoot the problem yourself
D. Call all customers that use the server
Question 4
What is the key benefit of using a web site for reference?
A. It provides searchable topic fields
B. It is printable
C. It is computer-based
D. It provides private access
Question 5
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 what level of support the customer is receiving
D. They determine the percentage of first call resolution (FCR)
Solutions:
| Question 1 Answer: D | Question 2 Answer: B,C | Question 3 Answer: B | Question 4 Answer: A | Question 5 Answer: A |
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