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

QQ0-100 Exam Simulator
  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Jul 21, 2026
  • Q & A: 116 Questions and Answers
  • HDI QQ0-100 Q&A - in .pdf

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Service Desk Operations- Service desk roles and responsibilities
  • 1. First-line support functions
    • 2. Service level agreements (SLAs)
      - Tools and technologies
      • 1. Remote support tools
        • 2. Ticketing systems overview
          Professionalism and IT Service Management Basics- Workplace professionalism
          • 1. Ethics and confidentiality
            • 2. Time management and prioritization
              - ITSM fundamentals
              • 1. Continuous service improvement
                • 2. ITIL concepts overview
                  Incident Management and Problem Resolution- Incident handling process
                  • 1. Prioritization and escalation procedures
                    • 2. Logging and categorization of incidents
                      - Troubleshooting techniques
                      • 1. Knowledge base usage
                        • 2. Basic diagnostic methods
                          Customer Service and Support Fundamentals- Professional communication skills
                          • 1. Verbal and written communication best practices
                            • 2. Active listening and empathy
                              - Customer relationship management
                              • 1. Customer satisfaction principles
                                • 2. Handling difficult customers

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