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

Pass QQ0-100 Exam Cram

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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HDI QQ0-100 Exam Syllabus Topics:
SectionWeightObjectives
Topic 1: Processes, Metrics and Continuous Improvement10%- Key performance indicators
- ITIL and HDI Support Center Standard
- Documentation and knowledge management
Topic 2: Customer Service and Communication Skills25%- Customer satisfaction and relationship management
- Active listening and questioning
- Effective communication techniques
Topic 3: Technical Knowledge and Troubleshooting20%- Security and remote support tools
- Basic networking and connectivity
- Hardware components and issues
- Operating systems and software
Topic 4: Incident and Service Request Management25%- 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 Analyst20%- IT service management fundamentals
- Professional standards and ethics
- Purpose and mission of the service desk
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