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

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

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
IT Service Management Concepts- Service Desk Best Practices
  • 1. Escalation procedures
    • 2. Service level agreements (SLAs)
      - Process Awareness
      • 1. Change management basics
        • 2. Incident vs problem management
          Customer Service and Support Fundamentals- Communication Skills
          • 1. Active listening and questioning techniques
            • 2. Professional communication with users
              - Service Desk Operations
              • 1. Incident handling workflow
                • 2. Ticket logging and prioritization
                  Technical Support Fundamentals- IT Systems Basics
                  • 1. Network and connectivity basics
                    • 2. Hardware and software support concepts
                      - Troubleshooting Principles
                      • 1. Basic diagnostic techniques
                        • 2. Problem resolution process

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