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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
| Customer Service Skills | - Managing difficult customers - Communication fundamentals - Customer interaction best practices |
| Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
| Help Desk Operations | - Incident handling process - Ticket documentation and tracking |
HDI Help Desk Analyst (HDA) Sample Questions:
You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)
- A. Suggest that the customer ask a peer
- B. Escalate the problem
- C. Use reference documentation
- D. Ask a peer
Correct Answer: C,D 🗳️
Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.
- A. Human resources
- B. Department managers
- C. Everyone
- D. Executive management
Correct Answer: B 🗳️
Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)
- A. High employee morale
- B. Low superior-subordinate interaction
- C. High adherence to policies
- D. Low employee morale
Correct Answer: A,C 🗳️
Which statement about service level agreements (SLAs) is true?
- A. SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.
- B. SLAs are used to document customer and service provider expectations
- C. SLAs are used to document service provider expectations only
- D. SLAs are used to document customer expectations only
Correct Answer: B 🗳️
Which two are characteristics of unsuccessful teams? (Choose two.)
- A. Good team morale
- B. Lack objectives
- C. Lack of ownership
- D. Independence
Correct Answer: B,C 🗳️
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