Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Updated: Oct 05, 2026
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Solving & Troubleshooting | 25% | - Diagnostic techniques - Root cause analysis - Use of knowledge bases and tools |
| Topic 2: Support Tools & Technologies | 5% | - Ticketing and incident tracking systems - Remote support tools |
| Topic 3: Customer Service Skills | 30% | - Empathy and professionalism - Telephone and email etiquette - Active listening and communication - Handling difficult customers |
| Topic 4: Service Management & Best Practices | 15% | - ITIL basics - Support processes and workflows - Service level agreements (SLAs) |
| Topic 5: Incident Management Processes | 25% | - Resolution and closure procedures - Logging and tracking incidents - Prioritization and escalation |
HDI Help Desk Analyst (HDA) Sample Questions:
Which system allows A customer to choose among various options when calling a help desk?
- A. Interactive Voice Response (IVR)
- B. Voice Recognition System (VRS)
- C. Optional Response Routing (ORR)
- D. Multiple Option System (MOS)
Correct Answer: A 🗳️
Which three techniques describe basic creative thinking? (choose three)
- A. Changing your perspective
- B. Looking beyond the evident
- C. Developing alternatives
- D. Talking the complex approach
Correct Answer: A,B,C 🗳️
Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)
- A. Low employee morale
- B. High adherence to policies
- C. High employee morale
- D. Low superior-subordinate interaction
Correct Answer: B,C 🗳️
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. Instruct another analyst to conduct follow-up
- B. Notify you manager of the situation
- C. E-mail an apology to the customer
- D. Wait and see if the customer calls back
Correct Answer: B 🗳️
What is paraphrasing?
- A. Repeating what the customer says using your own words
- B. Repeating what the customer says in their words
- C. Using lots of long words when speaking to A customer
- D. Telling the customer what they meant to say
Correct Answer: A 🗳️
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