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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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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service and Communication Skills | 25% | - Effective communication techniques - Customer satisfaction and relationship management - Active listening and questioning |
| Topic 2: Incident and Service Request Management | 25% | - Escalation and resolution procedures - Incident logging and categorization - Ticketing and workflow systems - Problem solving and troubleshooting methodology |
| Topic 3: Technical Knowledge and Troubleshooting | 20% | - Security and remote support tools - Basic networking and connectivity - Operating systems and software - Hardware components and issues |
| Topic 4: Processes, Metrics and Continuous Improvement | 10% | - Documentation and knowledge management - ITIL and HDI Support Center Standard - Key performance indicators |
| Topic 5: Role and Responsibilities of the Help Desk Analyst | 20% | - Purpose and mission of the service desk - IT service management fundamentals - Professional standards and ethics |
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