- Exam Code: HD0-100
- Exam Name: Help Desk Analyst (HDA)
- Updated: Sep 30, 2026
- Q & A: 116 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Customer Service & Communication | 25% | - Managing customer expectations - Effective communication techniques - Service principles and best practices - Conflict resolution |
| Incident & Service Request Management | 30% | - Incident lifecycle and classification - Prioritization and escalation procedures - Service level agreements (SLAs) - Ticket logging and documentation |
| Technical Knowledge | 15% | - Computer hardware components - Networking fundamentals - Operating systems basics - Software and application support |
| Support Center Operations | 10% | - ITSM and HDI standards - Metrics and performance reporting - Tools and remote support technologies |
| Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Systematic troubleshooting methodology - Root cause analysis basics |
Which statement best describes communication within a positive work environment?
Correct Answer: B 🗳️
Which topologies are used to provide interconnectivity between networks?
Correct Answer: D 🗳️
Why are customer satisfaction surveys important?
Correct Answer: C 🗳️
What are three components of CTI? (choose three)
Correct Answer: A,B,C 🗳️
Which three techniques describe basic creative thinking? (choose three)
Correct Answer: A,B,C 🗳️
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