Exam Code: QQ0-100
Exam Name: HDI qualified help desk analyst(hda)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Service and Support Fundamentals- Communication Skills
  • 1. Active listening and questioning techniques
    • 2. Professional communication with users
      - Service Desk Operations
      • 1. Ticket logging and prioritization
        • 2. Incident handling workflow
          Topic 2: IT Service Management Concepts- Process Awareness
          • 1. Change management basics
            • 2. Incident vs problem management
              - Service Desk Best Practices
              • 1. Escalation procedures
                • 2. Service level agreements (SLAs)
                  Topic 3: Technical Support Fundamentals- Troubleshooting Principles
                  • 1. Basic diagnostic techniques
                    • 2. Problem resolution process
                      - IT Systems Basics
                      • 1. Network and connectivity basics
                        • 2. Hardware and software support concepts

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