Exam Code: HD0-100
Exam Name: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification

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Updated: Aug 11, 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:	Help Desk Analyst (HDA)
Exam Number:	HD0-100
Certificate Validity Period:	3 years (typical HDI recertification cycle)
Exam Format:	Multiple choice
Exam Duration:	75 minutes
Exam Price:	USD 199 (approx.)
Passing Score:	80%
Available Languages:	English
Related Certifications:	HDI Support Center Analyst (SCA) HDI Desktop Support Technician HDI Support Center Team Lead
Real Exam Qty:	65
Sample Questions:	HDI HD0-100 Sample Questions
Exam Way:	Computer-based testing at authorized test centres or online
Pre Condition:	No formal prerequisites (experience in help desk role recommended)
Official Syllabus URL:	https://www.thinkhdi.com/certification/professional/certification%20testing

HDI HD0-100 Exam Syllabus Topics:

Section	Weight	Objectives
Incident Management Processes	25%	- Resolution and closure procedures - Prioritization and escalation - Logging and tracking incidents
Problem Solving & Troubleshooting	25%	- Diagnostic techniques - Use of knowledge bases and tools - Root cause analysis
Service Management & Best Practices	15%	- ITIL basics - Support processes and workflows - Service level agreements (SLAs)
Customer Service Skills	30%	- Telephone and email etiquette - Empathy and professionalism - Handling difficult customers - Active listening and communication
Support Tools & Technologies	5%	- Remote support tools - Ticketing and incident tracking systems

HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three components of CTI? (choose three)

A) ACD
B) NT domain server
C) Integration server
D) IVR

2. Which metric indicates how long A customer has to wait before talking to an analyst?

A) Average capture time
B) Average speed of answer
C) Average talk time
D) Average call time

3. Which two are effective techniques for dealing with stress? (Choose two.)

A) Exercise and observe good nutrition practices
B) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
C) Take long breaks
D) Set realistic goals/objectives

4. Which three are common characteristics of successful teams? (Choose three.)

A) Possess relevant technical skills
B) Clear understanding of goals/objectives
C) Share a high level of mutual trust
D) Conform to group pressure and viewpoint

5. Which two techniques are used to match a caller's style? (Choose two.)

A) Restating
B) Vocabulary
C) Paraphrasing
D) Style

Solutions:

Question # 1
Answer: A,C,D

Question # 2
Answer: B

Question # 3
Answer: A,D

Question # 4
Answer: B,C,D

Question # 5
Answer: B,D

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PDF Version: can be read under the Adobe reader, or many other free readers, including OpenOffice, Foxit Reader and Google Docs.

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