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Last Updated: Aug 17, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Technical Knowledge | 15% | - Computer hardware components - Networking fundamentals - Software and application support - Operating systems basics |
| Support Center Operations | 10% | - Tools and remote support technologies - ITSM and HDI standards - Metrics and performance reporting |
| Customer Service & Communication | 25% | - Service principles and best practices - Effective communication techniques - Conflict resolution - Managing customer expectations |
| Incident & Service Request Management | 30% | - Ticket logging and documentation - Prioritization and escalation procedures - Incident lifecycle and classification - Service level agreements (SLAs) |
| Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)
A) Low turnover rate between organisations
B) Low employee turnover
C) Low superior-to-subordinate interaction
D) High employee morale
2. Which two actions reflect a supportive help desk environment? (choose two)
A) Analysts work through lunch
B) Analysts take part the decision-making process
C) Analysts attend Help Desk meetings
D) Analysts work with specific customer issues
3. What is the number one goal of support services?
A) To give technical support to anyone who calls
B) To resolve all calls requiring technical support
C) To obtain information for any questions that are asked
D) To keep the customer performing at the highest level possible
4. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?
A) Troubleshoot the problem yourself
B) Call all customers that use the server
C) Wait for customers to call the help desk
D) Inform the other help desk analysts
5. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)
A) Use reference documentation
B) Escalate the problem
C) Ask a peer
D) Suggest that the customer ask a peer
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: A,D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B,C |
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