- Exam Code: QQ0-100
- Exam Name: HDI qualified help desk analyst(hda)
- Certification Provider: HDI
- Corresponding Certification:HDI World wide Certification
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HDI QQ0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Processes, Metrics and Continuous Improvement | 10% | - ITIL and HDI Support Center Standard - Documentation and knowledge management - Key performance indicators |
| Topic 2: Role and Responsibilities of the Help Desk Analyst | 20% | - Purpose and mission of the service desk - Professional standards and ethics - IT service management fundamentals |
| Topic 3: Customer Service and Communication Skills | 25% | - Customer satisfaction and relationship management - Effective communication techniques - Active listening and questioning |
| Topic 4: Technical Knowledge and Troubleshooting | 20% | - Basic networking and connectivity - Security and remote support tools - Operating systems and software - Hardware components and issues |
| Topic 5: Incident and Service Request Management | 25% | - Incident logging and categorization - Escalation and resolution procedures - Problem solving and troubleshooting methodology - Ticketing and workflow systems |
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