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Last Updated: Sep 12, 2026

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HDI QQ0-100 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Processes, Metrics and Continuous Improvement10%- Documentation and knowledge management
- ITIL and HDI Support Center Standard
- Key performance indicators
Topic 2: Role and Responsibilities of the Help Desk Analyst20%- Professional standards and ethics
- Purpose and mission of the service desk
- IT service management fundamentals
Topic 3: Customer Service and Communication Skills25%- Effective communication techniques
- Active listening and questioning
- Customer satisfaction and relationship management
Topic 4: Incident and Service Request Management25%- Escalation and resolution procedures
- Incident logging and categorization
- Problem solving and troubleshooting methodology
- Ticketing and workflow systems
Topic 5: Technical Knowledge and Troubleshooting20%- Hardware components and issues
- Operating systems and software
- Security and remote support tools
- Basic networking and connectivity

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