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Updated: Jul 26, 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 |
| Exam Duration: | 75 minutes |
| Exam Price: | $145 - $199 USD (varies by region/membership) |
| Related Certifications: | HDI Support Center Team Lead HDI Desktop Support Technician HDI Support Center Manager |
| Passing Score: | 80% |
| Exam Format: | Multiple Choice |
| Available Languages: | English |
| Certificate Validity Period: | 2 years |
| 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% | - Managing customer expectations - Service principles and best practices - Conflict resolution - Effective communication techniques |
| Topic 2: Technical Knowledge | 15% | - Software and application support - Operating systems basics - Networking fundamentals - Computer hardware components |
| Topic 3: Incident & Service Request Management | 30% | - Service level agreements (SLAs) - Incident lifecycle and classification - Prioritization and escalation procedures - Ticket logging and documentation |
| Topic 4: Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
| Topic 5: Support Center Operations | 10% | - Tools and remote support technologies - ITSM and HDI standards - Metrics and performance reporting |
HDI Help Desk Analyst (HDA) Sample Questions:
1. What are peripheral devices?
A) Devices that are connected to the computer, but are external in relationships to the processing unit
B) Devices that are connected to the computer and become the processing unit
C) Devices that are connected to the computer, but are neither internal nor external to the processing unit
D) Devices that are connected to the computer and are internal in relationship to the processing unit
2. Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)
A) Low employee morale
B) High adherence to policies
C) Low superior-subordinate interaction
D) High employee morale
3. 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
4. Which statement best describes communication within a positive work environment?
A) Communication among all members of the organization is maximized
B) Managers are responsible for initiating vertical communication
C) E-mail and automate communications mediums are used extensively
D) Peer-to -peer communication works best within the department
5. You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?
A) Inform the customer that you cannot understand them and there is nothing you can do to help them
B) Find someone else who can understand the customer better
C) Ask the customer if there is someone else in their organization for you to talk to
D) Tell the customer you are having difficulty understanding them
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B,D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: D |
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