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Last Updated: Sep 07, 2026
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Service Skills | 30% | - Handling difficult customers - Active listening and communication - Empathy and professionalism - Telephone and email etiquette |
| Service Management & Best Practices | 15% | - Service level agreements (SLAs) - ITIL basics - Support processes and workflows |
| Incident Management Processes | 25% | - Logging and tracking incidents - Prioritization and escalation - Resolution and closure procedures |
| Problem Solving & Troubleshooting | 25% | - Diagnostic techniques - Use of knowledge bases and tools - Root cause analysis |
| Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
HDI Help Desk Analyst (HDA) Sample Questions:
An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
- A. The analyst calls the customer back to correct the information
- B. The analyst has another analyst call the customer
- C. The analyst calls the customer back and blames the incorrect information on bad documentation
- D. The analyst closes the call and moves to the next call
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 three are characteristics of a good negotiator? (choose three)
- A. Develops realistic expectations
- B. Presents multiple options
- C. Clearly identifies who/what is at fault
- D. Focuses on what is needed
Companies typically restrict access to which three types of data? (Choose three.)
- A. Proprietary information
- B. Office location
- C. Personnel records
- D. Payroll information
Which statement about service level agreements (SLAs) is true?
- A. SLAs are used to document customer expectations only
- B. SLAs are used to document service provider expectations only
- C. SLAs are used to document customer and service provider expectations
- D. 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.
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