HDI QQ0-100 : HDI qualified help desk analyst(hda)

QQ0-100 real exams

Exam Code: QQ0-100

Exam Name: HDI qualified help desk analyst(hda)

Updated: Sep 17, 2026

Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
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
          Service Desk Operations- Service desk roles and responsibilities
          • 1. First-line support functions
            • 2. Service level agreements (SLAs)
              - Tools and technologies
              • 1. Ticketing systems overview
                • 2. Remote support tools
                  Customer Service and Support Fundamentals- Customer relationship management
                  • 1. Handling difficult customers
                    • 2. Customer satisfaction principles
                      - Professional communication skills
                      • 1. Active listening and empathy
                        • 2. Verbal and written communication best practices
                          Professionalism and IT Service Management Basics- ITSM fundamentals
                          • 1. ITIL concepts overview
                            • 2. Continuous service improvement
                              - Workplace professionalism
                              • 1. Ethics and confidentiality
                                • 2. Time management and prioritization

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