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
Updated: Sep 14, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Incident Management Processes | 25% | - Logging and tracking incidents - Prioritization and escalation - Resolution and closure procedures |
| Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Service Management & Best Practices | 15% | - Service level agreements (SLAs) - Support processes and workflows - ITIL basics |
| Customer Service Skills | 30% | - Telephone and email etiquette - Empathy and professionalism - Active listening and communication - Handling difficult customers |
| Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Diagnostic techniques - Root cause analysis |
HDI Help Desk Analyst (HDA) Sample Questions:
What are peripheral devices?
- A. Devices that are connected to the computer, but are neither internal nor external to the processing unit
- B. Devices that are connected to the computer and become the processing unit
- C. Devices that are connected to the computer and are internal in relationship to the processing unit
- D. Devices that are connected to the computer, but are external in relationships to the processing unit
Correct Answer: D 🗳️
Which metric indicates how often A customer may need a follow-up call to achieve resolution?
- A. Abandon rate
- B. First call resolution rate
- C. Capture rate
- D. Call return rate
Correct Answer: B 🗳️
What is the number one goal of support services?
- A. To keep the customer performing at the highest level possible
- B. To resolve all calls requiring technical support
- C. To give technical support to anyone who calls
- D. To obtain information for any questions that are asked
Correct Answer: A 🗳️
Which two are characteristics of unsuccessful teams? (Choose two.)
- A. Good team morale
- B. Lack objectives
- C. Lack of ownership
- D. Independence
Correct Answer: B,C 🗳️
What is the primary role of support service?
- A. To provide the customer with a knowledge-base
- B. To track problems and bugs
- C. To provide technical resolutions
- D. To provide quality assistance
Correct Answer: D 🗳️
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