Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Center Operations | 10% | - Tools and remote support technologies - ITSM and HDI standards - Metrics and performance reporting |
| Customer Service & Communication | 25% | - Conflict resolution - Managing customer expectations - Effective communication techniques - Service principles and best practices |
| Technical Knowledge | 15% | - Software and application support - Operating systems basics - Networking fundamentals - Computer hardware components |
| Incident & Service Request Management | 30% | - Prioritization and escalation procedures - Ticket logging and documentation - Incident lifecycle and classification - Service level agreements (SLAs) |
| Problem Solving & Troubleshooting | 20% | - Root cause analysis basics - Systematic troubleshooting methodology - Solution verification and closure |
HDI Help Desk Analyst (HDA) Sample Questions:
For which two reasons is it important to have documented processes and procedures? (Choose two.)
- A. Promotes adherence to policies
- B. Justification for not meeting customer expectations
- C. Identifies areas out of policy
- D. Ensures consistent service
Correct Answer: A,D 🗳️
Which three approached help create a positive business reputation? (Choose three.)
- A. Have a good attitude and never speak negatively about you organization
- B. See what you can do to assist any co-worker who is unhappy or experiencing problems
- C. When you hear complaints about your organization, change the subject
- D. Try to have a positive and memorable effect on every person you communicate with each day
Correct Answer: A,B,D 🗳️
What are three obstructions to active listening? (Choose three.)
- A. Positive reinforcement
- B. Emotional carry-over
- C. Situational constraints
- D. Prior knowledge
Correct Answer: B,C,D 🗳️
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 where he resides
- B. Ask the customer if he is married
- C. Explain how the help desk benefits the customer
- D. Explain to the customer what you just did
Correct Answer: D 🗳️
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
- A. Evaluate customer satisfaction with products, services and personnel
- B. Determine management bonuses
- C. Measure performance of individual analysts at the help desk
- D. Identify changes to products, services and processes
Correct Answer: A,D 🗳️
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