HDI HD0-100 : Help Desk Analyst (HDA)

  • Exam Code: HD0-100
  • Exam Name: Help Desk Analyst (HDA)
  • Updated: Sep 10, 2026   Q&As: 116 Questions and Answers

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HDI HD0-100 Exam Syllabus Topics:
SectionWeightObjectives
Customer Service Skills30%- Empathy and professionalism
- Handling difficult customers
- Active listening and communication
- Telephone and email etiquette
Support Tools & Technologies5%- Ticketing and incident tracking systems
- Remote support tools
Problem Solving & Troubleshooting25%- Diagnostic techniques
- Use of knowledge bases and tools
- Root cause analysis
Incident Management Processes25%- Resolution and closure procedures
- Prioritization and escalation
- Logging and tracking incidents
Service Management & Best Practices15%- Service level agreements (SLAs)
- ITIL basics
- Support processes and workflows
HDI Help Desk Analyst (HDA) Sample Questions:
Question #1

What is a benefit of purchasing a knowledge database?

  • A. It is inexpensive to update
  • B. It provides comprehensive information on commonly used hardware and software
  • C. It is inexpensive to purchase
  • D. It provides comprehensive information on proprietary applications
Answer: B
Question #2

Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

  • A. Corporate home pages
  • B. Frequently asked questions (FAQs)
  • C. Work/problem ticket request pages
  • D. Knowledge databases
Answer: B,C,D
Question #3

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

  • A. You use the same tools
  • B. You rely on the obvious
  • C. You are open to learning
  • D. You offer more options
Answer: C,D
Question #4

What is the primary role of support service?

  • A. To provide quality assistance
  • B. To track problems and bugs
  • C. To provide technical resolutions
  • D. To provide the customer with a knowledge-base
Answer: A
Question #5

In which three ways can you create a positive image of your organization? (choose three)

  • A. Follow all call-flow procedures
  • B. Respond to customers in a timely fashion
  • C. Display sensitivity to the feelings of your customers
  • D. Provide consistent and fair services
Answer: B,C,D

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