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

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Updated: Aug 23, 2026     Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Service Desk Operations- Service desk roles and responsibilities
  • 1. First-line support functions
    • 2. Service level agreements (SLAs)
      - Tools and technologies
      • 1. Ticketing systems overview
        • 2. Remote support tools
          Professionalism and IT Service Management Basics- Workplace professionalism
          • 1. Time management and prioritization
            • 2. Ethics and confidentiality
              - ITSM fundamentals
              • 1. Continuous service improvement
                • 2. ITIL concepts overview
                  Incident Management and Problem Resolution- Troubleshooting techniques
                  • 1. Knowledge base usage
                    • 2. Basic diagnostic methods
                      - Incident handling process
                      • 1. Prioritization and escalation procedures
                        • 2. Logging and categorization of incidents
                          Customer Service and Support Fundamentals- Customer relationship management
                          • 1. Customer satisfaction principles
                            • 2. Handling difficult customers
                              - Professional communication skills
                              • 1. Verbal and written communication best practices
                                • 2. Active listening and empathy

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