- Exam Code: QQ0-100
- Exam Name: HDI qualified help desk analyst(hda)
- Updated: Sep 28, 2026
- Q & A: 116 Questions and Answers
HDI qualified help desk analyst(hda) : QQ0-100
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HDI QQ0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Technical Knowledge and Troubleshooting | 20% | - Security and remote support tools - Basic networking and connectivity - Hardware components and issues - Operating systems and software |
| Role and Responsibilities of the Help Desk Analyst | 20% | - Professional standards and ethics - Purpose and mission of the service desk - IT service management fundamentals |
| Incident and Service Request Management | 25% | - Escalation and resolution procedures - Ticketing and workflow systems - Incident logging and categorization - Problem solving and troubleshooting methodology |
| Customer Service and Communication Skills | 25% | - Active listening and questioning - Effective communication techniques - Customer satisfaction and relationship management |
| Processes, Metrics and Continuous Improvement | 10% | - ITIL and HDI Support Center Standard - Key performance indicators - Documentation and knowledge management |
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