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HDI HDI World wide Certification QQ0-100

QQ0-100

Exam Code: QQ0-100

Exam Name: HDI qualified help desk analyst(hda)

Updated: Nov 12, 2026

Q & A: 116 Questions and Answers

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HDI QQ0-100 Exam Syllabus Topics:

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

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