HDI qualified help desk analyst(hda) : QQ0-100

  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

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

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