Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Instant Download HDI : HD0-100
Check Updated on: Sep 13, 2026
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Root cause analysis - Diagnostic techniques |
| Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
| Service Management & Best Practices | 15% | - ITIL basics - Service level agreements (SLAs) - Support processes and workflows |
| Customer Service Skills | 30% | - Handling difficult customers - Active listening and communication - Telephone and email etiquette - Empathy and professionalism |
HDI Help Desk Analyst (HDA) Sample Questions:
What are two benefits of encouraging customers to follow standard procedures? (Choose two.)
- A. Improves quality and accuracy
- B. Results in customers calling less frequently
- C. Helps customers make better decisions
- D. Keeps customers up-to-date on new applications
Correct Answer: B,C 🗳️
Which two are benefits of teamwork? (choose two)
- A. More buy-in
- B. Reduced flexibility
- C. Higher motivation
- D. Increased sympathy
Correct Answer: A,C 🗳️
Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)
- A. Knowledge databases
- B. Work/problem ticket request pages
- C. Frequently asked questions (FAQs)
- D. Corporate home pages
Correct Answer: A,B,C 🗳️
Which approach is preferable when responding to A customer?
- A. Use vocabulary to match the customer's level of knowledge
- B. Use industry terminology to educate the customer
- C. Use acronyms that are commonly used in the industry
- D. Use the simplest terminology that is understood by all levels of knowledge
Correct Answer: A 🗳️
You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?
- A. Find someone else who can understand the customer better
- B. Tell the customer you are having difficulty understanding them
- C. Inform the customer that you cannot understand them and there is nothing you can do to help them
- D. Ask the customer if there is someone else in their organization for you to talk to
Correct Answer: B 🗳️
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