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HDI HD0-100 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Problem Solving and Troubleshooting | - Escalation procedures - Basic troubleshooting methodology |
| Topic 2: Customer Service Skills | - Customer interaction best practices - Communication fundamentals - Managing difficult customers |
| Topic 3: Professionalism and IT Support Standards | - Service level expectations - Workplace professionalism |
| Topic 4: Help Desk Operations | - Incident handling process - Ticket documentation and tracking |
HDI Help Desk Analyst (HDA) Sample Questions:
1. What is a key principle of negotiation with customers?
A) Focus on the individual rather than on the resolution.
B) Determine the customer's underlying need and seek a mutually beneficial solution.
C) Stick to the facts and ignore the customer's emotions
D) Seek a solution that aligns with support center policies and processes.
2. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?
A) Wait and see if the customer calls back
B) Notify you manager of the situation
C) Instruct another analyst to conduct follow-up
D) E-mail an apology to the customer
3. Which two are effective techniques for dealing with stress? (Choose two.)
A) Set realistic goals/objectives
B) Take long breaks
C) Exercise and observe good nutrition practices
D) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
4. Which two actions reflect a supportive help desk environment? (choose two)
A) Analysts work with specific customer issues
B) Analysts work through lunch
C) Analysts take part the decision-making process
D) Analysts attend Help Desk meetings
5. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
A) Refer the customer to the service level agreement (SLA)
B) Reset the customer expectation for low severity problems
C) Record the problem as a low severity
D) Assess the technical and business issues and negotiate until you and the customer agree
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A,C | Question # 4 Answer: A,B | Question # 5 Answer: D |
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