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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Root cause analysis basics - Solution verification and closure |
| Incident & Service Request Management | 30% | - Incident lifecycle and classification - Prioritization and escalation procedures - Ticket logging and documentation - Service level agreements (SLAs) |
| Customer Service & Communication | 25% | - Effective communication techniques - Managing customer expectations - Service principles and best practices - Conflict resolution |
| Technical Knowledge | 15% | - Software and application support - Operating systems basics - Computer hardware components - Networking fundamentals |
| Support Center Operations | 10% | - Tools and remote support technologies - Metrics and performance reporting - ITSM and HDI standards |
HDI Help Desk Analyst (HDA) Sample Questions:
A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)
- A. Empathize with the customer
- B. Regularly use the customer's first name
- C. Raise your voice when asking questions
- D. Tell the customer to "snap out of it"
Which approach is preferable when responding to A customer?
- A. Use acronyms that are commonly used in the industry
- B. Use the simplest terminology that is understood by all levels of knowledge
- C. Use vocabulary to match the customer's level of knowledge
- D. Use industry terminology to educate the customer
Which three media can be used to conduct surveys? (Choose three.)
- A. E-mail
- B. Personal interviews
- C. A suggestion box
- D. The Internet
You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)
- A. Suggest that the customer ask a peer
- B. Escalate the problem
- C. Use reference documentation
- D. Ask a peer
Which two techniques are used to match a caller's style? (Choose two.)
- A. Vocabulary
- B. Restating
- C. Paraphrasing
- D. Style
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