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HDI QQ0-100 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Processes, Metrics and Continuous Improvement10%- Key performance indicators
- Documentation and knowledge management
- ITIL and HDI Support Center Standard
Topic 2: Customer Service and Communication Skills25%- Effective communication techniques
- Active listening and questioning
- Customer satisfaction and relationship management
Topic 3: Role and Responsibilities of the Help Desk Analyst20%- Professional standards and ethics
- Purpose and mission of the service desk
- IT service management fundamentals
Topic 4: Incident and Service Request Management25%- Ticketing and workflow systems
- Incident logging and categorization
- Problem solving and troubleshooting methodology
- Escalation and resolution procedures
Topic 5: Technical Knowledge and Troubleshooting20%- Basic networking and connectivity
- Hardware components and issues
- Operating systems and software
- Security and remote support tools

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