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

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Jul 20, 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%- Documentation and knowledge management
- Key performance indicators
- ITIL and HDI Support Center Standard
Topic 2: Role and Responsibilities of the Help Desk Analyst20%- Professional standards and ethics
- Purpose and mission of the service desk
- IT service management fundamentals
Topic 3: Incident and Service Request Management25%- Problem solving and troubleshooting methodology
- Ticketing and workflow systems
- Incident logging and categorization
- Escalation and resolution procedures
Topic 4: Customer Service and Communication Skills25%- Active listening and questioning
- Effective communication techniques
- Customer satisfaction and relationship management
Topic 5: Technical Knowledge and Troubleshooting20%- Operating systems and software
- Hardware components and issues
- Security and remote support tools
- Basic networking and connectivity

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