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