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

HDI QQ0-100 exam
  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Sep 06, 2026
  • Q & A: 116 Questions and Answers
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HDI QQ0-100 Exam Syllabus Topics:

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

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