Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Instant Download HDI : HD0-100 Exam Dumps
Updated: Sep 03, 2026
No. of Questions: 116 Questions & Answers
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management & Best Practices | 15% | - ITIL basics - Support processes and workflows - Service level agreements (SLAs) |
| Topic 2: Customer Service Skills | 30% | - Handling difficult customers - Active listening and communication - Telephone and email etiquette - Empathy and professionalism |
| Topic 3: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Topic 4: Incident Management Processes | 25% | - Resolution and closure procedures - Prioritization and escalation - Logging and tracking incidents |
| Topic 5: Problem Solving & Troubleshooting | 25% | - Root cause analysis - Use of knowledge bases and tools - Diagnostic techniques |
HDI Help Desk Analyst (HDA) Sample Questions:
Which three are the most common type of network problems? (Choose three.)
- A. System will not reboot
- B. Users cannot reach connected devices, i.e., PC, servers, workstations
- C. Collisions, congestion, and delays
- D. Segment or ring does not respond, traffic limited, no workaround
Place the Problem solving steps in order.
A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)
- A. Ask the customer if a start button or disk icon appears on the screen
- B. Ask the customer if he is the only one who can print to this server
- C. Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
- D. Ask the customer if he has experienced any problems recently with any other applications
A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?
- A. Ask the customer to repeat the problem back to you
- B. Transfer the call to a more experienced analyst
- C. Begin troubleshooting
- D. Repeat back to the customer what you thought you heard
What is a key benefit of a knowledge-base system?
- A. Decreases network traffic
- B. Increase call volume
- C. Saves time and money
- D. Requires lower maintance
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