HDI HD0-100 : Help Desk Analyst (HDA)

  • Exam Code: HD0-100
  • Exam Name: Help Desk Analyst (HDA)
  • Updated: Sep 23, 2026
  • Q & A: 116 Questions and Answers

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HDI HD0-100 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Incident & Service Request Management30%- Ticket logging and documentation
- Incident lifecycle and classification
- Service level agreements (SLAs)
- Prioritization and escalation procedures
Topic 2: Technical Knowledge15%- Software and application support
- Operating systems basics
- Computer hardware components
- Networking fundamentals
Topic 3: Support Center Operations10%- Tools and remote support technologies
- ITSM and HDI standards
- Metrics and performance reporting
Topic 4: Problem Solving & Troubleshooting20%- Systematic troubleshooting methodology
- Root cause analysis basics
- Solution verification and closure
Topic 5: Customer Service & Communication25%- Conflict resolution
- Effective communication techniques
- Managing customer expectations
- Service principles and best practices

HDI Help Desk Analyst (HDA) Sample Questions:

Question #1

Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

  • A. Executive management
  • B. Department managers
  • C. Everyone
  • D. Human resources
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #2

Which two are characteristics of unsuccessful teams? (Choose two.)

  • A. Independence
  • B. Lack of ownership
  • C. Good team morale
  • D. Lack objectives
Reveal Solution  Discussion  0

Correct Answer: B,D  🗳️

Question #3

What is the primary role of support service?

  • A. To track problems and bugs
  • B. To provide technical resolutions
  • C. To provide quality assistance
  • D. To provide the customer with a knowledge-base
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #4

Why are customer satisfaction surveys important?

  • A. They determine what level of support the customer is receiving
  • B. They reveal what abandon rate is acceptable
  • C. They determine the percentage of first call resolution (FCR)
  • D. They reveal how the help desk is perceived by the customer
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #5

Which three policies assist analysts with managing their time? (Choose three.)

  • A. Shift start and end times
  • B. Resolved tickets per day
  • C. Scheduled break times
  • D. Average talk time expectations
Reveal Solution  Discussion  0

Correct Answer: B,C,D  🗳️

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