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HDI QQ0-100

QQ0-100

Exam Code: QQ0-100

Exam Name: HDI qualified help desk analyst(hda)

Updated: Aug 17, 2026

Q&A Number: 116 Q&As

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QQ0-100 Online Test Engine

HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Service Desk Operations- Tools and technologies
  • 1. Ticketing systems overview
    • 2. Remote support tools
      - Service desk roles and responsibilities
      • 1. First-line support functions
        • 2. Service level agreements (SLAs)
          Professionalism and IT Service Management Basics- Workplace professionalism
          • 1. Ethics and confidentiality
            • 2. Time management and prioritization
              - ITSM fundamentals
              • 1. ITIL concepts overview
                • 2. Continuous service improvement
                  Incident Management and Problem Resolution- Troubleshooting techniques
                  • 1. Knowledge base usage
                    • 2. Basic diagnostic methods
                      - Incident handling process
                      • 1. Logging and categorization of incidents
                        • 2. Prioritization and escalation procedures
                          Customer Service and Support Fundamentals- Customer relationship management
                          • 1. Customer satisfaction principles
                            • 2. Handling difficult customers
                              - Professional communication skills
                              • 1. Verbal and written communication best practices
                                • 2. Active listening and empathy

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