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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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HDI QQ0-100 Exam Syllabus Topics:

SectionWeightObjectives
Technical Knowledge and Troubleshooting20%- Hardware components and issues
- Security and remote support tools
- Basic networking and connectivity
- Operating systems and software
Role and Responsibilities of the Help Desk Analyst20%- Professional standards and ethics
- IT service management fundamentals
- Purpose and mission of the service desk
Customer Service and Communication Skills25%- Customer satisfaction and relationship management
- Active listening and questioning
- Effective communication techniques
Processes, Metrics and Continuous Improvement10%- ITIL and HDI Support Center Standard
- Key performance indicators
- Documentation and knowledge management
Incident and Service Request Management25%- Problem solving and troubleshooting methodology
- Incident logging and categorization
- Ticketing and workflow systems
- Escalation and resolution procedures

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