HDI HD0-100 Exam : Help Desk Analyst (HDA)

HD0-100
  • Exam Code: HD0-100
  • Exam Name: Help Desk Analyst (HDA)
  • Updated: Sep 17, 2026
  • Q & A: 116 Questions and Answers

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HDI HD0-100 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Customer Service Skills30%- Handling difficult customers
- Empathy and professionalism
- Telephone and email etiquette
- Active listening and communication
Topic 2: Service Management & Best Practices15%- Support processes and workflows
- Service level agreements (SLAs)
- ITIL basics
Topic 3: Problem Solving & Troubleshooting25%- Use of knowledge bases and tools
- Diagnostic techniques
- Root cause analysis
Topic 4: Support Tools & Technologies5%- Remote support tools
- Ticketing and incident tracking systems
Topic 5: Incident Management Processes25%- Resolution and closure procedures
- Logging and tracking incidents
- Prioritization and escalation

HDI Help Desk Analyst (HDA) Sample Questions:

Question #1

Place each style next to its attribute.

Reveal Solution  Discussion  0

Correct Answer:

Question #2

A customer satisfaction survey is important because it obtains information about_____.

  • A. Individual analyst performance
  • B. Customer service performance
  • C. The customer base
  • D. Management performance
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #3

What is the primary role of support service?

  • A. To provide technical resolutions
  • B. To provide quality assistance
  • C. To track problems and bugs
  • D. To provide the customer with a knowledge-base
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #4

Which three skills should a network administrator's skill set include? (choose three)

  • A. Run tests on automated internet password reset system
  • B. Conduct remote diagnostics on the network interface card
  • C. Perform loop-back tests
  • D. Perform PING, Telnet, and trace route tests
Reveal Solution  Discussion  0

Correct Answer: B,C,D  🗳️

Question #5

What is a key benefit of a knowledge-base system?

  • A. Saves time and money
  • B. Increase call volume
  • C. Requires lower maintance
  • D. Decreases network traffic
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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