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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Help Desk Operations | - Ticket documentation and tracking - Incident handling process |
| Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
| Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
| Customer Service Skills | - Customer interaction best practices - Communication fundamentals - Managing difficult customers |
HDI Help Desk Analyst (HDA) Sample Questions:
Which statement about telephone etiquette is true?
- A. Eating is okay as long as you obtain the customer's consent
- B. :Please hold" is an appropriate way to answer the telephone when you are busy
- C. Gum chewing is acceptable as long as the customer cannot hear it
- D. It is customary to pick up the telephone between one to three rings
Correct Answer: D 🗳️
In which two instances is it appropriate to use the customers first name? (choose two)
- A. When the customer becomes irate
- B. During the initial interaction with the customer
- C. When you have established a good rapport with the customer
- D. During informal communication
Correct Answer: A,B 🗳️
Which statement best describes communication within a positive work environment?
- A. E-mail and automate communications mediums are used extensively
- B. Communication among all members of the organization is maximized
- C. Managers are responsible for initiating vertical communication
- D. Peer-to -peer communication works best within the department
Correct Answer: B 🗳️
Which two are benefits of teamwork? (choose two)
- A. Increased sympathy
- B. Reduced flexibility
- C. More buy-in
- D. Higher motivation
Correct Answer: C,D 🗳️
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