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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Professionalism and IT Support Standards | - Workplace professionalism - Service level expectations |
| Problem Solving and Troubleshooting | - Escalation procedures - Basic troubleshooting methodology |
| Help Desk Operations | - Incident handling process - Ticket documentation and tracking |
| Customer Service Skills | - Managing difficult customers - Communication fundamentals - Customer interaction best practices |
HDI Help Desk Analyst (HDA) Sample Questions:
In which two instances is it appropriate to use the customers first name? (choose two)
- A. During the initial interaction with the customer
- B. When the customer becomes irate
- C. During informal communication
- D. When you have established a good rapport with the customer
Correct Answer: A,B 🗳️
Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.
- A. Human resources
- B. Executive management
- C. Everyone
- D. Department managers
Correct Answer: D 🗳️
Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
- A. Determine management bonuses
- B. Identify changes to products, services and processes
- C. Measure performance of individual analysts at the help desk
- D. Evaluate customer satisfaction with products, services and personnel
Correct Answer: B,D 🗳️
An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
- A. The analyst closes the call and moves to the next call
- B. The analyst calls the customer back and blames the incorrect information on bad documentation
- C. The analyst has another analyst call the customer
- D. The analyst calls the customer back to correct the information
Correct Answer: C 🗳️
A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
- A. Refer the customer to the service level agreement (SLA)
- B. Assess the technical and business issues and negotiate until you and the customer agree
- C. Reset the customer expectation for low severity problems
- D. Record the problem as a low severity
Correct Answer: B 🗳️
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