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HDI HD0-100 Exam Syllabus Topics:

SectionWeightObjectives
Support Tools & Technologies5%- Remote support tools
- Ticketing and incident tracking systems
Service Management & Best Practices15%- Support processes and workflows
- Service level agreements (SLAs)
- ITIL basics
Problem Solving & Troubleshooting25%- Root cause analysis
- Diagnostic techniques
- Use of knowledge bases and tools
Customer Service Skills30%- Telephone and email etiquette
- Handling difficult customers
- Active listening and communication
- Empathy and professionalism
Incident Management Processes25%- Resolution and closure procedures
- Logging and tracking incidents
- Prioritization and escalation

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

What are peripheral devices?

A. Devices that are connected to the computer, but are neither internal nor external to the processing unit
B. Devices that are connected to the computer and become the processing unit
C. Devices that are connected to the computer, but are external in relationships to the processing unit
D. Devices that are connected to the computer and are internal in relationship to the processing unit


Question 2

Which three are benefits of a call management system? (Choose three.)

A. The analyst is able to view the customers password information
B. The analyst is able to view the customers call history
C. The analyst is able to view the customers contact information
D. The analyst is able to log the customers problem


Question 3

Which three skills should a network administrator's skill set include? (choose three)

A. Perform loop-back tests
B. Perform PING, Telnet, and trace route tests
C. Run tests on automated internet password reset system
D. Conduct remote diagnostics on the network interface card


Question 4

Which three are common characteristics of successful teams? (Choose three.)

A. Clear understanding of goals/objectives
B. Share a high level of mutual trust
C. Possess relevant technical skills
D. Conform to group pressure and viewpoint


Question 5

For which two reasons is it important to have documented processes and procedures? (Choose two.)

A. Promotes adherence to policies
B. Identifies areas out of policy
C. Justification for not meeting customer expectations
D. Ensures consistent service


Solutions:

Question 1
Answer: C
Question 2
Answer: B,C,D
Question 3
Answer: A,B,D
Question 4
Answer: A,B,D
Question 5
Answer: A,D

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