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

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Sep 09, 2026     Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
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
          Customer Service and Support Fundamentals- Communication Skills
          • 1. Professional communication with users
            • 2. Active listening and questioning techniques
              - Service Desk Operations
              • 1. Ticket logging and prioritization
                • 2. Incident handling workflow
                  IT Service Management Concepts- Process Awareness
                  • 1. Incident vs problem management
                    • 2. Change management basics
                      - Service Desk Best Practices
                      • 1. Escalation procedures
                        • 2. Service level agreements (SLAs)

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