We're so confident of our products that we provide no hassle product exchange.
HDI HD0-100 Exam Overview:
| Certification Vendor: | HDI (Help Desk Institute) |
|---|---|
| Exam Name: | Help Desk Analyst (HDA) |
| Exam Number: | HD0-100 |
| Exam Price: | USD 199 (approx.) |
| Exam Duration: | 75 minutes |
| Passing Score: | 80% |
| Exam Format: | Multiple choice |
| Available Languages: | English |
| Certificate Validity Period: | 3 years (typical HDI recertification cycle) |
| Real Exam Qty: | 65 |
| Related Certifications: | HDI Support Center Analyst (SCA) HDI Desktop Support Technician HDI Support Center Team Lead |
| Sample Questions: | HDI HD0-100 Sample Questions |
| Exam Way: | Computer-based testing at authorized test centres or online |
| Pre Condition: | No formal prerequisites (experience in help desk role recommended) |
| Official Syllabus URL: | https://www.thinkhdi.com/certification/professional/certification%20testing |
HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 25% | - Root cause analysis - Diagnostic techniques - Use of knowledge bases and tools |
| Service Management & Best Practices | 15% | - ITIL basics - Support processes and workflows - Service level agreements (SLAs) |
| Incident Management Processes | 25% | - Logging and tracking incidents - Resolution and closure procedures - Prioritization and escalation |
| Customer Service Skills | 30% | - Active listening and communication - Handling difficult customers - Telephone and email etiquette - Empathy and professionalism |
| Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
HDI Help Desk Analyst (HDA) Sample Questions:
Question #1
What is inductive reasoning?
- A. Reasoning based on analysis and experience
- B. Reasoning based on logical and analysis
- C. Reasoning based on experience and intuition
- D. Reasoning based on intuition and process of elimination
Correct Answer: C 🗳️
Question #2
What is a key benefit of a knowledge-base system?
- A. Increase call volume
- B. Requires lower maintance
- C. Saves time and money
- D. Decreases network traffic
Correct Answer: C 🗳️
Question #3
What are three key strengths of critical thinkers? (Choose three.)
- A. They are empathetic
- B. They are analytical
- C. They are logical
- D. They are organized
Correct Answer: B,C,D 🗳️
Question #4
What is the primary role of support service?
- A. To track problems and bugs
- B. To provide the customer with a knowledge-base
- C. To provide quality assistance
- D. To provide technical resolutions
Correct Answer: C 🗳️
Question #5
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
- A. Measure performance of individual analysts at the help desk
- B. Evaluate customer satisfaction with products, services and personnel
- C. Identify changes to products, services and processes
- D. Determine management bonuses
Correct Answer: B,C 🗳️
By Bella
