HDI QQ0-100 : HDI qualified help desk analyst(hda)

QQ0-100 real exams

Exam Code: QQ0-100

Exam Name: HDI qualified help desk analyst(hda)

Updated: Sep 06, 2026

Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Customer Service and Support Fundamentals- Customer relationship management
  • 1. Customer satisfaction principles
    • 2. Handling difficult customers
      - Professional communication skills
      • 1. Active listening and empathy
        • 2. Verbal and written communication best practices
          Professionalism and IT Service Management Basics- ITSM fundamentals
          • 1. ITIL concepts overview
            • 2. Continuous service improvement
              - Workplace professionalism
              • 1. Ethics and confidentiality
                • 2. Time management and prioritization
                  Incident Management and Problem Resolution- Troubleshooting techniques
                  • 1. Basic diagnostic methods
                    • 2. Knowledge base usage
                      - Incident handling process
                      • 1. Prioritization and escalation procedures
                        • 2. Logging and categorization of incidents
                          Service Desk Operations- Service desk roles and responsibilities
                          • 1. First-line support functions
                            • 2. Service level agreements (SLAs)
                              - Tools and technologies
                              • 1. Ticketing systems overview
                                • 2. Remote support tools
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