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

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Sep 02, 2026
  • Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Customer Service and Support Fundamentals- Customer relationship management
  • 1. Handling difficult customers
    • 2. Customer satisfaction principles
      - Professional communication skills
      • 1. Verbal and written communication best practices
        • 2. Active listening and empathy
          Professionalism and IT Service Management Basics- ITSM fundamentals
          • 1. ITIL concepts overview
            • 2. Continuous service improvement
              - Workplace professionalism
              • 1. Time management and prioritization
                • 2. Ethics and confidentiality
                  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
                          Incident Management and Problem Resolution- Troubleshooting techniques
                          • 1. Knowledge base usage
                            • 2. Basic diagnostic methods
                              - Incident handling process
                              • 1. Logging and categorization of incidents
                                • 2. Prioritization and escalation procedures

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