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HDI QQ0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Role and Responsibilities of the Help Desk Analyst | 20% | - IT service management fundamentals - Purpose and mission of the service desk - Professional standards and ethics |
| Topic 2: Incident and Service Request Management | 25% | - Ticketing and workflow systems - Escalation and resolution procedures - Incident logging and categorization - Problem solving and troubleshooting methodology |
| Topic 3: Technical Knowledge and Troubleshooting | 20% | - Security and remote support tools - Basic networking and connectivity - Operating systems and software - Hardware components and issues |
| Topic 4: Customer Service and Communication Skills | 25% | - Customer satisfaction and relationship management - Effective communication techniques - Active listening and questioning |
| Topic 5: Processes, Metrics and Continuous Improvement | 10% | - Key performance indicators - ITIL and HDI Support Center Standard - Documentation and knowledge management |
