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Instant Download HDI : HD0-100 Questions & Answers as PDF & Test Engine
- Exam Code: HD0-100
- Exam Name: Help Desk Analyst (HDA)
- Updated: Aug 19, 2026
- No. of Questions: 116 Questions and Answers
- Download Limit: Unlimited
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Topic 2: Customer Service Skills | 30% | - Telephone and email etiquette - Empathy and professionalism - Active listening and communication - Handling difficult customers |
| Topic 3: Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
| Topic 4: Service Management & Best Practices | 15% | - Support processes and workflows - ITIL basics - Service level agreements (SLAs) |
| Topic 5: Problem Solving & Troubleshooting | 25% | - Diagnostic techniques - Use of knowledge bases and tools - Root cause analysis |
HDI Help Desk Analyst (HDA) Sample Questions:
1. What is the primary role of support service?
A) To track problems and bugs
B) To provide technical resolutions
C) To provide the customer with a knowledge-base
D) To provide quality assistance
2. What is a key benefit of establishing effective inter-departmental relationship?
A) Diversity of skill sets is minimized
B) Rapport among organization members is established
C) Management involvement is separate from individual involvement
D) Recognition of individual department efforts is not required
3. Which topologies are used to provide interconnectivity between networks?
A) T-1s, ISDN, and Mainframe
B) RS-232, Analogue, and Voice
C) Ethernet, Fiber Optic, and Token Ring
D) TCP/IP, UNIX, and IPX/SPX
4. For which two reasons do help desk's log all calls? (Choose two.)
A) Measures frequency of calls
B) Allows ticket monitoring
C) Provide an audit trail of activities
D) Prove the help desk is right
5. What is a benefit of purchasing a knowledge database?
A) It provides comprehensive information on commonly used hardware and software
B) It provides comprehensive information on proprietary applications
C) It is inexpensive to purchase
D) It is inexpensive to update
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A,B | Question # 5 Answer: A |
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