HDI QQ0-100 real exam prep : HDI qualified help desk analyst(hda)

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Sep 25, 2026
  • Q&As: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Processes, Metrics and Continuous Improvement10%- ITIL and HDI Support Center Standard
- Documentation and knowledge management
- Key performance indicators
Topic 2: Incident and Service Request Management25%- Ticketing and workflow systems
- Escalation and resolution procedures
- Incident logging and categorization
- Problem solving and troubleshooting methodology
Topic 3: Customer Service and Communication Skills25%- Customer satisfaction and relationship management
- Active listening and questioning
- Effective communication techniques
Topic 4: Technical Knowledge and Troubleshooting20%- Basic networking and connectivity
- Hardware components and issues
- Operating systems and software
- Security and remote support tools
Topic 5: Role and Responsibilities of the Help Desk Analyst20%- IT service management fundamentals
- Purpose and mission of the service desk
- Professional standards and ethics

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