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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Center Operations | 10% | - Tools and remote support technologies - ITSM and HDI standards - Metrics and performance reporting |
| Technical Knowledge | 15% | - Computer hardware components - Operating systems basics - Software and application support - Networking fundamentals |
| Customer Service & Communication | 25% | - Conflict resolution - Effective communication techniques - Managing customer expectations - Service principles and best practices |
| Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Incident lifecycle and classification - Ticket logging and documentation - Prioritization and escalation procedures |
| Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
HDI Help Desk Analyst (HDA) Sample Questions:
Question 1
You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?
A. Wait for customers to call the help desk
B. Inform the other help desk analysts
C. Call all customers that use the server
D. Troubleshoot the problem yourself
Question 2
What is inductive reasoning?
A. Reasoning based on analysis and experience
B. Reasoning based on experience and intuition
C. Reasoning based on logical and analysis
D. Reasoning based on intuition and process of elimination
Question 3
Place the network terms that are most related to one another and that provide similar functionality next to each other.
Question 4
Which three techniques describe basic creative thinking? (choose three)
A. Talking the complex approach
B. Developing alternatives
C. Changing your perspective
D. Looking beyond the evident
Question 5
Companies typically restrict access to which three types of data? (Choose three.)
A. Proprietary information
B. Office location
C. Payroll information
D. Personnel records
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: Only visible for members | Question 4 Answer: B,C,D | Question 5 Answer: A,C,D |
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