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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management Processes | 25% | - Logging and tracking incidents - Prioritization and escalation - Resolution and closure procedures |
| Topic 2: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Topic 3: Customer Service Skills | 30% | - Handling difficult customers - Active listening and communication - Telephone and email etiquette - Empathy and professionalism |
| Topic 4: Service Management & Best Practices | 15% | - Service level agreements (SLAs) - Support processes and workflows - ITIL basics |
| Topic 5: Problem Solving & Troubleshooting | 25% | - Root cause analysis - Use of knowledge bases and tools - Diagnostic techniques |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Place each style next to its attribute.
2. Which statement about telephone etiquette is true?
A) :Please hold" is an appropriate way to answer the telephone when you are busy
B) Eating is okay as long as you obtain the customer's consent
C) Gum chewing is acceptable as long as the customer cannot hear it
D) It is customary to pick up the telephone between one to three rings
3. Which question allows you to determine whether or not your customer is logged on to the network?
A) Which drives are displayed on your computer?
B) Are you logged on to the network?
C) What is your login ID?
D) Can you access e-mail?
4. Which topologies are used to provide interconnectivity between networks?
A) T-1s, ISDN, and Mainframe
B) TCP/IP, UNIX, and IPX/SPX
C) RS-232, Analogue, and Voice
D) Ethernet, Fiber Optic, and Token Ring
5. Which two are benefits of teamwork? (choose two)
A) Increased sympathy
B) Higher motivation
C) Reduced flexibility
D) More buy-in
Solutions:
| Question # 1 Answer: Only visible for members | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B,D |
