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

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Sep 08, 2026     Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Technical Support Fundamentals- IT Systems Basics
  • 1. Hardware and software support concepts
    • 2. Network and connectivity basics
      - Troubleshooting Principles
      • 1. Problem resolution process
        • 2. Basic diagnostic techniques
          IT Service Management Concepts- Process Awareness
          • 1. Incident vs problem management
            • 2. Change management basics
              - Service Desk Best Practices
              • 1. Service level agreements (SLAs)
                • 2. Escalation procedures
                  Customer Service and Support Fundamentals- Communication Skills
                  • 1. Active listening and questioning techniques
                    • 2. Professional communication with users
                      - Service Desk Operations
                      • 1. Ticket logging and prioritization
                        • 2. Incident handling workflow

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