Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Instant Download HDI : HD0-100 Questions & Answers as PDF & Test Engine
Updated: Sep 26, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
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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% | - Incident lifecycle and classification - Ticket logging and documentation - Prioritization and escalation procedures - Service level agreements (SLAs) |
| Topic 3: Technical Knowledge | 15% | - Operating systems basics - Computer hardware components - Software and application support - Networking fundamentals |
| Topic 4: Problem Solving & Troubleshooting | 20% | - Root cause analysis basics - Solution verification and closure - Systematic troubleshooting methodology |
| Topic 5: Customer Service & Communication | 25% | - Effective communication techniques - Service principles and best practices - Conflict resolution - Managing customer expectations |
HDI Help Desk Analyst (HDA) Sample Questions:
What are two benefits of encouraging customers to follow standard procedures? (Choose two.)
- A. Keeps customers up-to-date on new applications
- B. Helps customers make better decisions
- C. Results in customers calling less frequently
- D. Improves quality and accuracy
Correct Answer: B,C 🗳️
Which three skills should a network administrator's skill set include? (choose three)
- A. Perform PING, Telnet, and trace route tests
- B. Conduct remote diagnostics on the network interface card
- C. Perform loop-back tests
- D. Run tests on automated internet password reset system
Correct Answer: A,B,C 🗳️
Which two techniques are used to match a caller's style? (Choose two.)
- A. Restating
- B. Style
- C. Vocabulary
- D. Paraphrasing
Correct Answer: B,C 🗳️
Place the network terms that are most related to one another and that provide similar functionality next to each other.
Correct Answer:
Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)
- A. Knowledge databases
- B. Frequently asked questions (FAQs)
- C. Work/problem ticket request pages
- D. Corporate home pages
Correct Answer: A,B,C 🗳️
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