HD0-100 Exam Dumps
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| Certification Provider: | HDI |
|---|---|
| Exam Code / Number: | HD0-100 |
| Exam Name: | Help Desk Analyst (HDA) |
| Exam Questions: | 116 |
| Last Updated: | Jul 09, 2026 |
| Corresponding Certification: | HDI World wide Certification |
(348 Up Votes)HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
| Technical Knowledge | 15% | - Software and application support - Computer hardware components - Operating systems basics - Networking fundamentals |
| Incident & Service Request Management | 30% | - Ticket logging and documentation - Prioritization and escalation procedures - Service level agreements (SLAs) - Incident lifecycle and classification |
| Support Center Operations | 10% | - Metrics and performance reporting - ITSM and HDI standards - Tools and remote support technologies |
| Customer Service & Communication | 25% | - Service principles and best practices - Effective communication techniques - Conflict resolution - Managing customer expectations |