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Updated: Jul 22, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
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HDI HD0-100 Exam Overview:
| Certification Vendor: | HDI (Help Desk Institute) |
| Exam Name: | Help Desk Analyst (HDA) |
| Exam Number: | HD0-100 |
| Real Exam Qty: | 65 |
| Exam Price: | USD 199 (approx.) |
| Available Languages: | English |
| Exam Format: | Multiple choice |
| Related Certifications: | HDI Support Center Analyst (SCA) HDI Desktop Support Technician HDI Support Center Team Lead |
| Certificate Validity Period: | 3 years (typical HDI recertification cycle) |
| Exam Duration: | 75 minutes |
| Passing Score: | 80% |
| Sample Questions: | HDI HD0-100 Sample Questions |
| Exam Way: | Computer-based testing at authorized test centres or online |
| Pre Condition: | No formal prerequisites (experience in help desk role recommended) |
| Official Syllabus URL: | https://www.thinkhdi.com/certification/professional/certification%20testing |
HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management Processes | 25% | - Resolution and closure procedures - Logging and tracking incidents - Prioritization and escalation |
| Topic 2: Service Management & Best Practices | 15% | - Support processes and workflows - Service level agreements (SLAs) - ITIL basics |
| Topic 3: Customer Service Skills | 30% | - Handling difficult customers - Empathy and professionalism - Telephone and email etiquette - Active listening and communication |
| Topic 4: Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Diagnostic techniques - Root cause analysis |
| Topic 5: Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Why are customer satisfaction surveys important?
A) They reveal how the help desk is perceived by the customer
B) They reveal what abandon rate is acceptable
C) They determine what level of support the customer is receiving
D) They determine the percentage of first call resolution (FCR)
2. What is the primary purpose of an on-going (event) survey?
A) Trend customer satisfaction between annual surveys
B) Determine employee bonuses
C) Measure individual analyst performance
D) Evaluate customer satisfaction with products, services, and personnel
3. Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)
A) Corporate home pages
B) Work/problem ticket request pages
C) Frequently asked questions (FAQs)
D) Knowledge databases
4. You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)
A) Use reference documentation
B) Ask a peer
C) Escalate the problem
D) Suggest that the customer ask a peer
5. What are three characteristics of effective inter-departmental relationship?
A) Treatment of others in your organization as if they were your customer
B) Support of other departments even when they make a mistake
C) Shared information between departments within your organization
D) Shared management responsibilities
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B,C,D | Question # 4 Answer: A,B | Question # 5 Answer: A,B,C |
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