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

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Aug 05, 2026     Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

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

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