HDI QQ0-100 Exam : HDI qualified help desk analyst(hda)

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Aug 08, 2026
  • Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionWeightObjectives
Role and Responsibilities of the Help Desk Analyst20%- Professional standards and ethics
- Purpose and mission of the service desk
- IT service management fundamentals
Technical Knowledge and Troubleshooting20%- Security and remote support tools
- Basic networking and connectivity
- Operating systems and software
- Hardware components and issues
Customer Service and Communication Skills25%- Customer satisfaction and relationship management
- Active listening and questioning
- Effective communication techniques
Incident and Service Request Management25%- Incident logging and categorization
- Escalation and resolution procedures
- Ticketing and workflow systems
- Problem solving and troubleshooting methodology
Processes, Metrics and Continuous Improvement10%- ITIL and HDI Support Center Standard
- Key performance indicators
- Documentation and knowledge management

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