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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Service & Communication | 25% | - Service principles and best practices - Conflict resolution - Managing customer expectations - Effective communication techniques |
| Support Center Operations | 10% | - ITSM and HDI standards - Tools and remote support technologies - Metrics and performance reporting |
| Incident & Service Request Management | 30% | - Prioritization and escalation procedures - Ticket logging and documentation - Service level agreements (SLAs) - Incident lifecycle and classification |
| Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
| Technical Knowledge | 15% | - Computer hardware components - Software and application support - Networking fundamentals - Operating systems basics |
HDI Help Desk Analyst (HDA) Sample Questions:
Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)
- A. High employee morale
- B. Low superior-subordinate interaction
- C. High adherence to policies
- D. Low employee morale
Why are customer satisfaction surveys important?
- A. They determine the percentage of first call resolution (FCR)
- B. They reveal how the help desk is perceived by the customer
- C. They reveal what abandon rate is acceptable
- D. They determine what level of support the customer is receiving
What are three benefits of a change management process? (Choose three.)
- A. Timely problem resolution
- B. Timely notification to affected parties
- C. Documentation of affected systems and processes
- D. Pro-active communication
What are three techniques of active listening? (choose three)
- A. Concentrating
- B. Taking notes
- C. Acknowledging the customer
- D. Researching the problem
Which two statements describe active listening? (choose two)
- A. Listen for ideas and images, not just words
- B. Place the caller on hold to take notes
- C. Eliminate internal biases and negative thoughts
- D. Interrupt the caller to clarify statements
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