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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Topic 2: Incident Management Processes | 25% | - Resolution and closure procedures - Prioritization and escalation - Logging and tracking incidents |
| Topic 3: Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Root cause analysis - Diagnostic techniques |
| Topic 4: Service Management & Best Practices | 15% | - Support processes and workflows - ITIL basics - Service level agreements (SLAs) |
| Topic 5: Customer Service Skills | 30% | - Handling difficult customers - Empathy and professionalism - Telephone and email etiquette - Active listening and communication |
HDI Help Desk Analyst (HDA) Sample Questions:
1. What is deductive reasoning?
A) Reasoning based on intuition and process of elimination
B) Reasoning based on logic and analysis
C) Reasoning based on experience and intuition
D) Reasoning based on analysis and experience
2. Which two are effective techniques for dealing with stress? (Choose two.)
A) Take long breaks
B) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
C) Set realistic goals/objectives
D) Exercise and observe good nutrition practices
3. 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) Begin troubleshooting
B) Ask the customer to repeat the problem back to you
C) Transfer the call to a more experienced analyst
D) Repeat back to the customer what you thought you heard
4. For which two reasons do help desk's log all calls? (Choose two.)
A) Measures frequency of calls
B) Provide an audit trail of activities
C) Allows ticket monitoring
D) Prove the help desk is right
5. 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) Explain how the help desk benefits the customer
B) Ask the customer where he resides
C) Ask the customer if he is married
D) Explain to the customer what you just did
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C,D | Question # 3 Answer: D | Question # 4 Answer: A,C | Question # 5 Answer: D |
