Download HDI : HD0-100 Questions & Answers as PDF & Test Software
Updated: Aug 07, 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 |
| Real Exam Qty: | 65 |
| Certificate Validity Period: | 2 years |
| Related Certifications: | HDI Support Center Team Lead HDI Desktop Support Technician HDI Support Center Manager |
| Exam Duration: | 75 minutes |
| Exam Format: | Multiple Choice |
| Exam Price: | $145 - $199 USD (varies by region/membership) |
| Available Languages: | English |
| Passing Score: | 80% |
| Recommended Training: | HDI Help Desk Analyst Official Training |
| Exam Registration: | Pearson VUE Registration HDI Official Site |
| 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: Customer Service & Communication | 25% | - Service principles and best practices - Effective communication techniques - Conflict resolution - Managing customer expectations |
| Topic 2: Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
| Topic 3: Technical Knowledge | 15% | - Software and application support - Operating systems basics - Computer hardware components - Networking fundamentals |
| Topic 4: Support Center Operations | 10% | - ITSM and HDI standards - Tools and remote support technologies - Metrics and performance reporting |
| Topic 5: Incident & Service Request Management | 30% | - Ticket logging and documentation - Prioritization and escalation procedures - Incident lifecycle and classification - Service level agreements (SLAs) |
HDI Help Desk Analyst (HDA) Sample Questions:
1. What are three obstructions to active listening? (Choose three.)
A) Prior knowledge
B) Situational constraints
C) Positive reinforcement
D) Emotional carry-over
2. What is a key principle of negotiation with customers?
A) Focus on the individual rather than on the resolution.
B) Stick to the facts and ignore the customer's emotions
C) Seek a solution that aligns with support center policies and processes.
D) Determine the customer's underlying need and seek a mutually beneficial solution.
3. What are three components of CTI? (choose three)
A) IVR
B) NT domain server
C) Integration server
D) ACD
4. Which three skills should a network administrator's skill set include? (choose three)
A) Conduct remote diagnostics on the network interface card
B) Perform PING, Telnet, and trace route tests
C) Run tests on automated internet password reset system
D) Perform loop-back tests
5. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
A) Record the problem as a low severity
B) Refer the customer to the service level agreement (SLA)
C) Reset the customer expectation for low severity problems
D) Assess the technical and business issues and negotiate until you and the customer agree
Solutions:
| Question # 1 Answer: A,B,D | Question # 2 Answer: D | Question # 3 Answer: A,C,D | Question # 4 Answer: A,B,D | Question # 5 Answer: D |
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