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HDI HD0-100 Exam Overview:
| Certification Vendor: | HDI (Help Desk Institute) |
| Exam Name: | Help Desk Analyst (HDA) |
| Exam Number: | HD0-100 |
| Exam Format: | Multiple choice |
| Real Exam Qty: | 65 |
| Exam Price: | USD 199 (approx.) |
| Certificate Validity Period: | 3 years (typical HDI recertification cycle) |
| Related Certifications: | HDI Support Center Analyst (SCA) HDI Desktop Support Technician HDI Support Center Team Lead |
| Available Languages: | English |
| Exam Duration: | 75 minutes |
| Passing Score: | 80% |
| Sample Questions: | HDI HD0-100 Sample Questions |
| Exam Way: | Computer-based testing at authorized test centres or online |
| Pre Condition: | No formal prerequisites (experience in help desk role recommended) |
| Official Syllabus URL: | https://www.thinkhdi.com/certification/professional/certification%20testing |
HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management & Best Practices | 15% | - Service level agreements (SLAs) - Support processes and workflows - ITIL basics |
| Topic 2: Customer Service Skills | 30% | - Handling difficult customers - Active listening and communication - Telephone and email etiquette - Empathy and professionalism |
| Topic 3: Problem Solving & Troubleshooting | 25% | - Root cause analysis - Use of knowledge bases and tools - Diagnostic techniques |
| Topic 4: Incident Management Processes | 25% | - Logging and tracking incidents - Resolution and closure procedures - Prioritization and escalation |
| Topic 5: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which three policies assist analysts with managing their time? (Choose three.)
A) Shift start and end times
B) Resolved tickets per day
C) Average talk time expectations
D) Scheduled break times
2. What two considerations need to be made when sharing workspace? (Choose two.)
A) Discretion and courtesy when decorating
B) None, each person needs to take care of it themselves
C) Share only with persons with similar likes/dislikes
D) Maintain a clean environment
3. What is the key benefit of a positive work environment?
A) The need for recognition of individual effort is minimized
B) Rapport among team members is increased
C) Diversification of skill sets is minimized
D) Management involvement is separated from individual involvement
4. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)
A) Ask a peer
B) Escalate the problem
C) Suggest that the customer ask a peer
D) Use reference documentation
5. Which question allows you to determine whether or not your customer is logged on to the network?
A) Which drives are displayed on your computer?
B) Can you access e-mail?
C) Are you logged on to the network?
D) What is your login ID?
Solutions:
| Question # 1 Answer: B,C,D | Question # 2 Answer: A,D | Question # 3 Answer: D | Question # 4 Answer: A,B | Question # 5 Answer: A |
By Steven
