Exam Name: HDI qualified help desk analyst(hda)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI QQ0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technical Knowledge and Troubleshooting | 20% | - Hardware components and issues - Basic networking and connectivity - Security and remote support tools - Operating systems and software |
| Topic 2: Customer Service and Communication Skills | 25% | - Effective communication techniques - Customer satisfaction and relationship management - Active listening and questioning |
| Topic 3: Incident and Service Request Management | 25% | - Problem solving and troubleshooting methodology - Escalation and resolution procedures - Ticketing and workflow systems - Incident logging and categorization |
| Topic 4: Role and Responsibilities of the Help Desk Analyst | 20% | - Professional standards and ethics - Purpose and mission of the service desk - IT service management fundamentals |
| Topic 5: Processes, Metrics and Continuous Improvement | 10% | - ITIL and HDI Support Center Standard - Documentation and knowledge management - Key performance indicators |
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