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Updated: Jul 21, 2026
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HDI QQ0-100 Exam Overview:
| Certification Vendor: | HDI (Help Desk Institute) |
| Exam Name: | HDI Qualified Help Desk Analyst (HDA) |
| Exam Number: | QQ0-100 / HD0-100 |
| Exam Price: | $150 - $300 USD |
| Exam Duration: | 75-90 |
| Available Languages: | English |
| Passing Score: | 70%-80% |
| Exam Format: | Multiple Choice |
| Related Certifications: | HDI Qualified Help Desk Senior Analyst (QQ0-200) HDI Qualified Customer Support Specialist (QQ0-400) |
| Real Exam Qty: | 56-65 |
| Certificate Validity Period: | 2 years |
| Recommended Training: | HDI Official Help Desk Analyst Training |
| Exam Registration: | Official HDI Registration Pearson VUE |
| Sample Questions: | HDI QQ0-100 Sample Questions |
| Exam Way: | Online proctored or in-person at authorized test centers |
| Pre Condition: | No mandatory prerequisites; recommended 6+ months help desk experience or equivalent training |
| Official Syllabus URL: | https://www.thinkhdi.com/certification/help-desk-analyst-hda.aspx |
HDI QQ0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technical Knowledge and Troubleshooting | 20% | - Security and remote support tools - Operating systems and software - Hardware components and issues - Basic networking and connectivity |
| Topic 2: Incident and Service Request Management | 25% | - Escalation and resolution procedures - Problem solving and troubleshooting methodology - Incident logging and categorization - Ticketing and workflow systems |
| Topic 3: Role and Responsibilities of the Help Desk Analyst | 20% | - Professional standards and ethics - IT service management fundamentals - Purpose and mission of the service desk |
| Topic 4: Processes, Metrics and Continuous Improvement | 10% | - ITIL and HDI Support Center Standard - Key performance indicators - Documentation and knowledge management |
| Topic 5: Customer Service and Communication Skills | 25% | - Customer satisfaction and relationship management - Active listening and questioning - Effective communication techniques |
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