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HDI QQ0-100 Exam Syllabus Topics:
| Section | Objectives |
| Topic 1: Service Desk Operations | - Service desk roles and responsibilities
- 1. Service level agreements (SLAs)
- 2. First-line support functions
- Tools and technologies
- 1. Remote support tools
- 2. Ticketing systems overview
|
| Topic 2: Professionalism and IT Service Management Basics | - ITSM fundamentals
- 1. Continuous service improvement
- 2. ITIL concepts overview
- Workplace professionalism
- 1. Time management and prioritization
- 2. Ethics and confidentiality
|
| Topic 3: Customer Service and Support Fundamentals | - Customer relationship management
- 1. Customer satisfaction principles
- 2. Handling difficult customers
- Professional communication skills
- 1. Active listening and empathy
- 2. Verbal and written communication best practices
|
| Topic 4: Incident Management and Problem Resolution | - Troubleshooting techniques
- 1. Basic diagnostic methods
- 2. Knowledge base usage
- Incident handling process
- 1. Logging and categorization of incidents
- 2. Prioritization and escalation procedures
|