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- Exam Code: HD0-100
- Exam Name: Help Desk Analyst (HDA)
- Certification Provider: HDI
- Corresponding Certification:HDI World wide Certification
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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: Sep 26, 2026
- No. of Questions: 116 Questions and Answers
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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service Skills | - Customer interaction best practices - Managing difficult customers - Communication fundamentals |
| Topic 2: Professionalism and IT Support Standards | - Workplace professionalism - Service level expectations |
| Topic 3: Help Desk Operations | - Ticket documentation and tracking - Incident handling process |
| Topic 4: Problem Solving and Troubleshooting | - Basic troubleshooting methodology - Escalation procedures |
HDI Help Desk Analyst (HDA) Sample Questions:
Which metric indicates how often A customer may need a follow-up call to achieve resolution?
- A. Capture rate
- B. First call resolution rate
- C. Call return rate
- D. Abandon rate
Correct Answer: B 🗳️
What is paraphrasing?
- A. Telling the customer what they meant to say
- B. Repeating what the customer says using your own words
- C. Using lots of long words when speaking to A customer
- D. Repeating what the customer says in their words
Correct Answer: B 🗳️
Which statement about successful team players is true?
- A. They encourage member input in decisions
- B. They desire continued acceptance by the group
- C. They impose ideas and values on others
- D. They change attitudes to conform to group standards
Correct Answer: A 🗳️
A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)
- A. Raise your voice when asking questions
- B. Tell the customer to "snap out of it"
- C. Empathize with the customer
- D. Regularly use the customer's first name
Correct Answer: C,D 🗳️
In which three situations is escalating a call to management appropriate? (choose three)
- A. When you have little or no experience with the problem
- B. When you have exhausted all your available resources
- C. When the customer requests it
- D. When the service level agreement (SLA) requires it
Correct Answer: B,C,D 🗳️
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