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Updated: Sep 17, 2026
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HDI HD0-100 Exam Overview:
| Certification Vendor: | HDI (Help Desk Institute) |
|---|---|
| Exam Name: | HDI Help Desk Analyst (HDA) Certification Exam |
| Exam Number: | HD0-100 |
| Exam Price: | $145 - $199 USD (varies by region/membership) |
| Certificate Validity Period: | 2 years |
| Passing Score: | 80% |
| Exam Format: | Multiple Choice |
| Exam Duration: | 75 minutes |
| Related Certifications: | HDI Support Center Manager HDI Support Center Team Lead HDI Desktop Support Technician |
| Real Exam Qty: | 65 |
| Available Languages: | English |
| Recommended Training: | HDI Help Desk Analyst Official Training |
| Exam Registration: | HDI Official Site Pearson VUE Registration |
| Sample Questions: | HDI HD0-100 Sample Questions |
| Exam Way: | Computer-based testing (CBT) at authorized centers or online proctored |
| Pre Condition: | No mandatory prerequisites; recommended 6 months of help desk/support experience |
| Official Syllabus URL: | https://www.thinkhdi.com |
HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Center Operations | 10% | - Metrics and performance reporting - ITSM and HDI standards - Tools and remote support technologies |
| Incident & Service Request Management | 30% | - Incident lifecycle and classification - Ticket logging and documentation - Service level agreements (SLAs) - Prioritization and escalation procedures |
| Problem Solving & Troubleshooting | 20% | - Root cause analysis basics - Systematic troubleshooting methodology - Solution verification and closure |
| Customer Service & Communication | 25% | - Service principles and best practices - Conflict resolution - Managing customer expectations - Effective communication techniques |
| Technical Knowledge | 15% | - Operating systems basics - Networking fundamentals - Computer hardware components - Software and application support |
HDI Help Desk Analyst (HDA) Sample Questions:
In what three ways can you convey to the customer a desire and ability to help? (Choose three.)
- A. Be talkative
- B. Be confident
- C. Be enthusiastic, but natural
- D. Be agreeable to all customers opinions
- E. Be efficient
Correct Answer: B,C,E 🗳️
What is the first thing you should do if you think there is unlicensed software on computers at your company?
- A. Do nothing, everyone already knows
- B. Notify software vendor
- C. Notify industry piracy association
- D. Notify IT/legal/security departments
Correct Answer: C 🗳️
Which two actions reflect a supportive help desk environment? (choose two)
- A. Analysts work with specific customer issues
- B. Analysts work through lunch
- C. Analysts attend Help Desk meetings
- D. Analysts take part the decision-making process
Correct Answer: A,B 🗳️
An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
- A. The analyst calls the customer back and blames the incorrect information on bad documentation
- B. The analyst has another analyst call the customer
- C. The analyst calls the customer back to correct the information
- D. The analyst closes the call and moves to the next call
Correct Answer: B 🗳️
Which three network outages should be assigned a high priority? (choose three)
- A. A staff administrator reports the loss of internet, mainframe, and e-mail access at his workstation within the last two hours
- B. Fifteen database developers have no network connectivity in their area of the building or floor
- C. Customers report that they cannot receive credit card payments due to network connectivity loss
- D. One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing center
Correct Answer: B,C,D 🗳️
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