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

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Sep 19, 2026
  • Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Topic 1: IT Service Management Concepts- Process Awareness
  • 1. Incident vs problem management
    • 2. Change management basics
      - Service Desk Best Practices
      • 1. Escalation procedures
        • 2. Service level agreements (SLAs)
          Topic 2: Technical Support Fundamentals- IT Systems Basics
          • 1. Network and connectivity basics
            • 2. Hardware and software support concepts
              - Troubleshooting Principles
              • 1. Problem resolution process
                • 2. Basic diagnostic techniques
                  Topic 3: Customer Service and Support Fundamentals- Communication Skills
                  • 1. Professional communication with users
                    • 2. Active listening and questioning techniques
                      - Service Desk Operations
                      • 1. Ticket logging and prioritization
                        • 2. Incident handling workflow

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