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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Center Operations | 10% | - Metrics and performance reporting - Tools and remote support technologies - ITSM and HDI standards |
| Topic 2: Customer Service & Communication | 25% | - Managing customer expectations - Effective communication techniques - Conflict resolution - Service principles and best practices |
| Topic 3: Incident & Service Request Management | 30% | - Incident lifecycle and classification - Service level agreements (SLAs) - Prioritization and escalation procedures - Ticket logging and documentation |
| Topic 4: Technical Knowledge | 15% | - Computer hardware components - Networking fundamentals - Operating systems basics - Software and application support |
| Topic 5: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Systematic troubleshooting methodology - Root cause analysis basics |
HDI Help Desk Analyst (HDA) Sample Questions:
What is a key principle of negotiation with customers?
- A. Stick to the facts and ignore the customer's emotions
- B. Determine the customer's underlying need and seek a mutually beneficial solution.
- C. Seek a solution that aligns with support center policies and processes.
- D. Focus on the individual rather than on the resolution.
Correct Answer: B 🗳️
You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?
- A. Set a call back time and tell the customer you will review the call with an expert
- B. Determine priority/severity and collect/document the appropriate information
- C. Inform the customer of the product limitations you are aware of, but assure them they will receive support
- D. Escalate to a manager to reassign the call
Correct Answer: B 🗳️
Which three approached help create a positive business reputation? (Choose three.)
- A. Have a good attitude and never speak negatively about you organization
- B. When you hear complaints about your organization, change the subject
- C. See what you can do to assist any co-worker who is unhappy or experiencing problems
- D. Try to have a positive and memorable effect on every person you communicate with each day
Correct Answer: A,C,D 🗳️
What are three important attributes of high-quality leaders? (Choose three.)
- A. They provide a channel through which problems can be aired
- B. They encourage interest and curiosity among subordinates
- C. They stimulate creativity and innovation among subordinates
- D. They use authority and control to direct the subordinates
Correct Answer: A,B,C 🗳️
Which two are characteristics of a team player? (Choose two.)
- A. Participation
- B. Independence
- C. Courtesy
- D. Conformity
Correct Answer: A,D 🗳️
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