- Exam Code: QQ0-100
- Exam Name: HDI qualified help desk analyst(hda)
- Updated: Aug 25, 2026
- Q & A: 116 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Customer Service and Communication Skills | 25% | - Customer satisfaction and relationship management - Active listening and questioning - Effective communication techniques |
| Incident and Service Request Management | 25% | - Escalation and resolution procedures - Incident logging and categorization - Problem solving and troubleshooting methodology - Ticketing and workflow systems |
| Role and Responsibilities of the Help Desk Analyst | 20% | - Purpose and mission of the service desk - Professional standards and ethics - IT service management fundamentals |
| Technical Knowledge and Troubleshooting | 20% | - Hardware components and issues - Security and remote support tools - Basic networking and connectivity - Operating systems and software |
| Processes, Metrics and Continuous Improvement | 10% | - Key performance indicators - ITIL and HDI Support Center Standard - Documentation and knowledge management |
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