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Last Updated: Aug 28, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
Latest Version: V12.05
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| Section | Weight | Objectives |
|---|---|---|
| Technical Knowledge and Troubleshooting | 20% | - Hardware components and issues - Security and remote support tools - Basic networking and connectivity - Operating systems and software |
| Role and Responsibilities of the Help Desk Analyst | 20% | - Professional standards and ethics - IT service management fundamentals - Purpose and mission of the service desk |
| Customer Service and Communication Skills | 25% | - Customer satisfaction and relationship management - Active listening and questioning - Effective communication techniques |
| Processes, Metrics and Continuous Improvement | 10% | - ITIL and HDI Support Center Standard - Key performance indicators - Documentation and knowledge management |
| Incident and Service Request Management | 25% | - Problem solving and troubleshooting methodology - Incident logging and categorization - Ticketing and workflow systems - Escalation and resolution procedures |
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