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Updated: Jul 30, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
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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 |
| Related Certifications: | HDI Support Center Team Lead HDI Desktop Support Technician HDI Support Center Manager |
| Certificate Validity Period: | 2 years |
| Exam Price: | $145 - $199 USD (varies by region/membership) |
| Available Languages: | English |
| Exam Format: | Multiple Choice |
| Passing Score: | 80% |
| Exam Duration: | 75 minutes |
| Real Exam Qty: | 65 |
| 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 |
|---|---|---|
| Topic 1: Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Prioritization and escalation procedures - Ticket logging and documentation - Incident lifecycle and classification |
| Topic 2: Support Center Operations | 10% | - ITSM and HDI standards - Tools and remote support technologies - Metrics and performance reporting |
| Topic 3: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
| Topic 4: Customer Service & Communication | 25% | - Service principles and best practices - Managing customer expectations - Conflict resolution - Effective communication techniques |
| Topic 5: Technical Knowledge | 15% | - Operating systems basics - Software and application support - Networking fundamentals - Computer hardware components |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which two are effective techniques for dealing with stress? (Choose two.)
A) Take long breaks
B) Exercise and observe good nutrition practices
C) Set realistic goals/objectives
D) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
2. Which two facts about customer satisfaction are true? (choose two)
A) It is more costly to retain A customer than acquire a new one
B) Customers from opinions about organizations based on contact with a small portion of that organization
C) More customers are lost to poor service than poor product
D) More customer contacts can be made over the phone than in person
3. Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)
A) Corporate home pages
B) Work/problem ticket request pages
C) Frequently asked questions (FAQs)
D) Knowledge databases
4. What is a key benefit of a knowledge-base system?
A) Requires lower maintance
B) Saves time and money
C) Increase call volume
D) Decreases network traffic
5. What is paraphrasing?
A) Using lots of long words when speaking to A customer
B) Repeating what the customer says in their words
C) Telling the customer what they meant to say
D) Repeating what the customer says using your own words
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: C,D | Question # 3 Answer: B,C,D | Question # 4 Answer: B | Question # 5 Answer: D |
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