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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 - Root cause analysis - Use of knowledge bases and tools |
| Incident Management Processes | 25% | - Logging and tracking incidents - Resolution and closure procedures - Prioritization and escalation |
| Customer Service Skills | 30% | - Handling difficult customers - Telephone and email etiquette - Empathy and professionalism - Active listening and communication |
| Service Management & Best Practices | 15% | - Support processes and workflows - Service level agreements (SLAs) - ITIL basics |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which two actions reflect a supportive help desk environment? (choose two)
A) Analysts work with specific customer issues
B) Analysts take part the decision-making process
C) Analysts work through lunch
D) Analysts attend Help Desk meetings
2. What are three obstructions to active listening? (Choose three.)
A) Prior knowledge
B) Positive reinforcement
C) Situational constraints
D) Emotional carry-over
3. During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?
A) Ask the customer if he is married
B) Explain how the help desk benefits the customer
C) Explain to the customer what you just did
D) Ask the customer where he resides
4. Which two characterize a successful negotiator? (Choose two.)
A) Steps to the customers side for understanding
B) Viewed as a problem solver
C) Focuses on the best solution
D) Presents a plan of how to get the solution
5. 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) Raise your voice when asking questions
B) Tell the customer to "snap out of it"
C) Regularly use the customer's first name
D) Empathize with the customer
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: A,C,D | Question # 3 Answer: C | Question # 4 Answer: B,D | Question # 5 Answer: C,D |
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