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

QQ0-100 real exams

Exam Code: QQ0-100

Exam Name: HDI qualified help desk analyst(hda)

Updated: Aug 29, 2026

Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Customer Service and Communication Skills25%- Effective communication techniques
- Customer satisfaction and relationship management
- Active listening and questioning
Topic 2: Incident and Service Request Management25%- Escalation and resolution procedures
- Incident logging and categorization
- Ticketing and workflow systems
- Problem solving and troubleshooting methodology
Topic 3: Technical Knowledge and Troubleshooting20%- Security and remote support tools
- Basic networking and connectivity
- Operating systems and software
- Hardware components and issues
Topic 4: Processes, Metrics and Continuous Improvement10%- Documentation and knowledge management
- ITIL and HDI Support Center Standard
- Key performance indicators
Topic 5: Role and Responsibilities of the Help Desk Analyst20%- Purpose and mission of the service desk
- IT service management fundamentals
- Professional standards and ethics

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