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: | Jun 21, 2026 |
| Corresponding Certification: | HDI World wide Certification |
(305 Up Votes)HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management & Best Practices | 15% | - Service level agreements (SLAs) - Support processes and workflows - ITIL basics |
| Problem Solving & Troubleshooting | 25% | - Diagnostic techniques - Use of knowledge bases and tools - Root cause analysis |
| Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Customer Service Skills | 30% | - Active listening and communication - Empathy and professionalism - Telephone and email etiquette - Handling difficult customers |
| Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |