Exam Name: HDI qualified help desk analyst(hda)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Instant Download HDI : QQ0-100
Check Updated on: Aug 29, 2026
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HDI QQ0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Processes, Metrics and Continuous Improvement | 10% | - ITIL and HDI Support Center Standard - Key performance indicators - Documentation and knowledge management |
| Topic 2: Technical Knowledge and Troubleshooting | 20% | - Security and remote support tools - Basic networking and connectivity - Operating systems and software - Hardware components and issues |
| Topic 3: Incident and Service Request Management | 25% | - Problem solving and troubleshooting methodology - Escalation and resolution procedures - Ticketing and workflow systems - Incident logging and categorization |
| Topic 4: Customer Service and Communication Skills | 25% | - Active listening and questioning - Customer satisfaction and relationship management - Effective communication techniques |
| Topic 5: Role and Responsibilities of the Help Desk Analyst | 20% | - Purpose and mission of the service desk - Professional standards and ethics - IT service management fundamentals |
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