Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Instant Download HDI : HD0-100 Questions & Answers as PDF & Test Engine
Updated: Aug 10, 2026
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management & Best Practices | 15% | - Service level agreements (SLAs) - ITIL basics - Support processes and workflows |
| Topic 2: Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
| Topic 3: Customer Service Skills | 30% | - Telephone and email etiquette - Active listening and communication - Handling difficult customers - Empathy and professionalism |
| Topic 4: Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Topic 5: Problem Solving & Troubleshooting | 25% | - Root cause analysis - Diagnostic techniques - Use of knowledge bases and tools |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)
A) Low superior-subordinate interaction
B) High employee morale
C) High adherence to policies
D) Low employee morale
2. Which two are benefits of teamwork? (choose two)
A) Increased sympathy
B) Reduced flexibility
C) More buy-in
D) Higher motivation
3. What is a benefit of purchasing a knowledge database?
A) It provides comprehensive information on proprietary applications
B) It is inexpensive to update
C) It provides comprehensive information on commonly used hardware and software
D) It is inexpensive to purchase
4. What is a key benefit of a knowledge-base system?
A) Decreases network traffic
B) Requires lower maintance
C) Increase call volume
D) Saves time and money
5. In which three situations is escalating a call to management appropriate? (choose three)
A) When you have exhausted all your available resources
B) When you have little or no experience with the problem
C) When the customer requests it
D) When the service level agreement (SLA) requires it
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: C,D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A,C,D |
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