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

QQ0-100 pass collection

Exam Code: QQ0-100

Exam Name: HDI qualified help desk analyst(hda)

Updated: Aug 06, 2026

Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

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

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