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Updated: Oct 12, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
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HDI HD0-100 Exam Overview:
| Certification Vendor: | HDI (Help Desk Institute) |
|---|---|
| Exam Name: | Help Desk Analyst (HDA) |
| Exam Number: | HD0-100 |
| Related Certifications: | HDI Support Center Team Lead HDI Support Center Analyst (SCA) HDI Desktop Support Technician |
| Available Languages: | English |
| Real Exam Qty: | 65 |
| Passing Score: | 80% |
| Certificate Validity Period: | 3 years (typical HDI recertification cycle) |
| Exam Format: | Multiple choice |
| Exam Duration: | 75 minutes |
| Exam Price: | USD 199 (approx.) |
| Sample Questions: | HDI HD0-100 Sample Questions |
| Exam Way: | Computer-based testing at authorized test centres or online |
| Pre Condition: | No formal prerequisites (experience in help desk role recommended) |
| Official Syllabus URL: | https://www.thinkhdi.com/certification/professional/certification%20testing |
HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Topic 2: Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Root cause analysis - Diagnostic techniques |
| Topic 3: Service Management & Best Practices | 15% | - ITIL basics - Service level agreements (SLAs) - Support processes and workflows |
| Topic 4: Customer Service Skills | 30% | - Empathy and professionalism - Active listening and communication - Handling difficult customers - Telephone and email etiquette |
| Topic 5: Incident Management Processes | 25% | - Prioritization and escalation - Resolution and closure procedures - Logging and tracking incidents |
HDI Help Desk Analyst (HDA) Sample Questions:
Why are customer satisfaction surveys important?
- A. They determine what level of support the customer is receiving
- B. They determine the percentage of first call resolution (FCR)
- C. They reveal what abandon rate is acceptable
- D. They reveal how the help desk is perceived by the customer
Correct Answer: D 🗳️
You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)
- A. Suggest that the customer ask a peer
- B. Escalate the problem
- C. Use reference documentation
- D. Ask a peer
Correct Answer: B,D 🗳️
Which two facts about customer satisfaction are true? (choose two)
- A. More customers are lost to poor service than poor product
- B. It is more costly to retain A customer than acquire a new one
- C. More customer contacts can be made over the phone than in person
- D. Customers from opinions about organizations based on contact with a small portion of that organization
Correct Answer: A,C 🗳️
Which three are common characteristics of successful teams? (Choose three.)
- A. Conform to group pressure and viewpoint
- B. Possess relevant technical skills
- C. Clear understanding of goals/objectives
- D. Share a high level of mutual trust
Correct Answer: A,C,D 🗳️
Which three metrics would be affected by training? (choose three)
- A. Average call time
- B. First call resolution
- C. After call work time
- D. Abandon rate
Correct Answer: A,B,C 🗳️
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