QQ0-100 exam dumps

HDI QQ0-100 Value Package

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  • Exam Code: QQ0-100
  • Exam Name: HDI qualified help desk analyst(hda)
  • No. of Questions: 116 Questions and Answers
  • Updated: Aug 04, 2026

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HDI QQ0-100 Exam Syllabus Topics:

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

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