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HDI QQ0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Technical Knowledge and Troubleshooting | 20% | - Operating systems and software - Security and remote support tools - Basic networking and connectivity - Hardware components and issues |
| Processes, Metrics and Continuous Improvement | 10% | - ITIL and HDI Support Center Standard - Key performance indicators - Documentation and knowledge management |
| Role and Responsibilities of the Help Desk Analyst | 20% | - Professional standards and ethics - Purpose and mission of the service desk - IT service management fundamentals |
| Incident and Service Request Management | 25% | - Problem solving and troubleshooting methodology - Escalation and resolution procedures - Incident logging and categorization - Ticketing and workflow systems |
| Customer Service and Communication Skills | 25% | - Active listening and questioning - Effective communication techniques - Customer satisfaction and relationship management |
