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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Service and Support Fundamentals- Service Desk Operations
  • 1. Incident handling workflow
    • 2. Ticket logging and prioritization
      - Communication Skills
      • 1. Active listening and questioning techniques
        • 2. Professional communication with users
          Topic 2: Technical Support Fundamentals- Troubleshooting Principles
          • 1. Problem resolution process
            • 2. Basic diagnostic techniques
              - IT Systems Basics
              • 1. Hardware and software support concepts
                • 2. Network and connectivity basics
                  Topic 3: IT Service Management Concepts- Service Desk Best Practices
                  • 1. Escalation procedures
                    • 2. Service level agreements (SLAs)
                      - Process Awareness
                      • 1. Change management basics
                        • 2. Incident vs problem management

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