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Last Updated: Sep 07, 2026
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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Help Desk Operations | - Incident handling process - Ticket documentation and tracking |
| Professionalism and IT Support Standards | - Workplace professionalism - Service level expectations |
| Customer Service Skills | - Managing difficult customers - Communication fundamentals - Customer interaction best practices |
| Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
HDI Help Desk Analyst (HDA) Sample Questions:
A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)
- A. Develop alternatives
- B. Determine what the real need is
- C. Inform the customer that the product is not supported
- D. Apologies for not being able to assist the customer
A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
- A. Record the problem as a low severity
- B. Assess the technical and business issues and negotiate until you and the customer agree
- C. Refer the customer to the service level agreement (SLA)
- D. Reset the customer expectation for low severity problems
In which three situations is escalating a call to management appropriate? (choose three)
- A. When the customer requests it
- B. When you have exhausted all your available resources
- C. When the service level agreement (SLA) requires it
- D. When you have little or no experience with the problem
Which two facts about customer satisfaction are true? (choose two)
- A. Customers from opinions about organizations based on contact with a small portion of that organization
- B. More customer contacts can be made over the phone than in person
- C. It is more costly to retain A customer than acquire a new one
- D. More customers are lost to poor service than poor product
What is a key benefit of establishing effective inter-departmental relationship?
- A. Diversity of skill sets is minimized
- B. Recognition of individual department efforts is not required
- C. Rapport among organization members is established
- D. Management involvement is separate from individual involvement
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