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