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Exam Code: HD0-100
Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
| Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
| Customer Service Skills | - Managing difficult customers - Communication fundamentals - Customer interaction best practices |
| Help Desk Operations | - Incident handling process - Ticket documentation and tracking |
HDI Help Desk Analyst (HDA) Sample Questions:
What is deductive reasoning?
- A. Reasoning based on intuition and process of elimination
- B. Reasoning based on experience and intuition
- C. Reasoning based on logic and analysis
- D. Reasoning based on analysis and experience
Correct Answer: C 🗳️
What are three characteristics of effective inter-departmental relationship?
- A. Support of other departments even when they make a mistake
- B. Treatment of others in your organization as if they were your customer
- C. Shared information between departments within your organization
- D. Shared management responsibilities
Correct Answer: A,B,C 🗳️
In which three circumstances is it appropriate to use open question? (Choose three.)
- A. When you need the customer elaborate
- B. When your time is limited
- C. When you have exhausted your possibilities
- D. When you need to build rapport
Correct Answer: A,C,D 🗳️
Which three approached help create a positive business reputation? (Choose three.)
- A. When you hear complaints about your organization, change the subject
- B. Try to have a positive and memorable effect on every person you communicate with each day
- C. See what you can do to assist any co-worker who is unhappy or experiencing problems
- D. Have a good attitude and never speak negatively about you organization
Correct Answer: B,C,D 🗳️
An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
- A. The analyst calls the customer back and blames the incorrect information on bad documentation
- B. The analyst calls the customer back to correct the information
- C. The analyst closes the call and moves to the next call
- D. The analyst has another analyst call the customer
Correct Answer: D 🗳️
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