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Exam Code: QQ0-100
Exam Name: HDI qualified help desk analyst(hda)
Updated: Sep 17, 2026
Q & A: 116 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Processes, Metrics and Continuous Improvement | 10% | - Key performance indicators - ITIL and HDI Support Center Standard - Documentation and knowledge management |
| Topic 2: Customer Service and Communication Skills | 25% | - Customer satisfaction and relationship management - Active listening and questioning - Effective communication techniques |
| Topic 3: Technical Knowledge and Troubleshooting | 20% | - Security and remote support tools - Basic networking and connectivity - Hardware components and issues - Operating systems and software |
| Topic 4: Incident and Service Request Management | 25% | - Ticketing and workflow systems - Problem solving and troubleshooting methodology - Escalation and resolution procedures - Incident logging and categorization |
| Topic 5: Role and Responsibilities of the Help Desk Analyst | 20% | - IT service management fundamentals - Professional standards and ethics - Purpose and mission of the service desk |
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