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Updated: Jul 29, 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 |
| Passing Score: | 80% |
| Related Certifications: | HDI Support Center Team Lead HDI Desktop Support Technician HDI Support Center Manager |
| Exam Price: | $145 - $199 USD (varies by region/membership) |
| Exam Format: | Multiple Choice |
| Available Languages: | English |
| Real Exam Qty: | 65 |
| Exam Duration: | 75 minutes |
| Certificate Validity Period: | 2 years |
| 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: Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
| Topic 2: Support Center Operations | 10% | - Metrics and performance reporting - ITSM and HDI standards - Tools and remote support technologies |
| Topic 3: Technical Knowledge | 15% | - Networking fundamentals - Computer hardware components - Software and application support - Operating systems basics |
| Topic 4: Customer Service & Communication | 25% | - Managing customer expectations - Conflict resolution - Service principles and best practices - Effective communication techniques |
| Topic 5: Incident & Service Request Management | 30% | - Prioritization and escalation procedures - Service level agreements (SLAs) - Ticket logging and documentation - Incident lifecycle and classification |
HDI Help Desk Analyst (HDA) Sample Questions:
1. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)
A) Use reference documentation
B) Ask a peer
C) Escalate the problem
D) Suggest that the customer ask a peer
2. What is deductive reasoning?
A) Reasoning based on intuition and process of elimination
B) Reasoning based on logic and analysis
C) Reasoning based on experience and intuition
D) Reasoning based on analysis and experience
3. Which two facts about customer satisfaction are true? (choose two)
A) Customers from opinions about organizations based on contact with a small portion of that organization
B) It is more costly to retain A customer than acquire a new one
C) More customer contacts can be made over the phone than in person
D) More customers are lost to poor service than poor product
4. Which two techniques are important for keeping A customer focused? (Choose two.)
A) Open questions
B) Paraphrasing
C) Self-help systems
D) Closed questions
5. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)
A) Regularly use the customer's first name
B) Empathize with the customer
C) Tell the customer to "snap out of it"
D) Raise your voice when asking questions
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: B | Question # 3 Answer: C,D | Question # 4 Answer: B,D | Question # 5 Answer: A,B |
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