Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Instant Download HDI : HD0-100
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Center Operations | 10% | - Tools and remote support technologies - Metrics and performance reporting - ITSM and HDI standards |
| Topic 2: Incident & Service Request Management | 30% | - Ticket logging and documentation - Prioritization and escalation procedures - Incident lifecycle and classification - Service level agreements (SLAs) |
| Topic 3: Technical Knowledge | 15% | - Operating systems basics - Networking fundamentals - Computer hardware components - Software and application support |
| Topic 4: Customer Service & Communication | 25% | - Effective communication techniques - Managing customer expectations - Service principles and best practices - Conflict resolution |
| Topic 5: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
HDI Help Desk Analyst (HDA) Sample Questions:
What is the key benefit of a positive work environment?
- A. Diversification of skill sets is minimized
- B. Rapport among team members is increased
- C. Management involvement is separated from individual involvement
- D. The need for recognition of individual effort is minimized
Correct Answer: C 🗳️
A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?
- A. Transfer the call to a more experienced analyst
- B. Ask the customer to repeat the problem back to you
- C. Begin troubleshooting
- D. Repeat back to the customer what you thought you heard
Correct Answer: D 🗳️
Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.
- A. Everyone
- B. Human resources
- C. Department managers
- D. Executive management
Correct Answer: C 🗳️
An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)
- A. Stay on target
- B. Slow the pace
- C. Project confidence
- D. Focus on the facts
- E. Be less time-disciplined
Correct Answer: A,B,D 🗳️
In which two instances is it appropriate to use the customers first name? (choose two)
- A. During informal communication
- B. When you have established a good rapport with the customer
- C. When the customer becomes irate
- D. During the initial interaction with the customer
Correct Answer: C,D 🗳️
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