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Updated: Aug 19, 2026
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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 Analyst (SCA) HDI Desktop Support Technician HDI Support Center Team Lead |
| 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: Customer Service Skills | 30% | - Empathy and professionalism - Active listening and communication - Handling difficult customers - Telephone and email etiquette |
| Topic 2: Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Root cause analysis - Diagnostic techniques |
| Topic 3: Incident Management Processes | 25% | - Prioritization and escalation - Resolution and closure procedures - Logging and tracking incidents |
| Topic 4: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Topic 5: Service Management & Best Practices | 15% | - ITIL basics - Service level agreements (SLAs) - Support processes and workflows |
HDI Help Desk Analyst (HDA) Sample Questions:
1. 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
2. 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
3. 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
4. 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
5. 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
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B,D | Question # 3 Answer: A,C | Question # 4 Answer: A,C,D | Question # 5 Answer: A,B,C |
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