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