Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Check Updated on: Aug 21, 2026
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management & Best Practices | 15% | - ITIL basics - Support processes and workflows - Service level agreements (SLAs) |
| Customer Service Skills | 30% | - Handling difficult customers - Empathy and professionalism - Telephone and email etiquette - Active listening and communication |
| Incident Management Processes | 25% | - Prioritization and escalation - Resolution and closure procedures - Logging and tracking incidents |
| Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Root cause analysis - Diagnostic techniques |
HDI Help Desk Analyst (HDA) Sample Questions:
1. 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
2. Which two are benefits of teamwork? (choose two)
A) Increased sympathy
B) Reduced flexibility
C) More buy-in
D) Higher motivation
3. Which three policies assist analysts with managing their time? (Choose three.)
A) Resolved tickets per day
B) Shift start and end times
C) Average talk time expectations
D) Scheduled break times
4. Place the network terms that are most related to one another and that provide similar functionality next to each other.
5. What is a key benefit of a knowledge-base system?
A) Decreases network traffic
B) Requires lower maintance
C) Increase call volume
D) Saves time and money
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: C,D | Question # 3 Answer: A,C,D | Question # 4 Answer: Only visible for members | Question # 5 Answer: D |
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