• Exam Code: QQ0-200
  • Exam Name: HDI qualified help desk senior analyst(hdsa)
  • Certification Provider: HDI
  • Corresponding Certification:HDI World wide Certification
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HDI QQ0-200 Exam Syllabus Topics:

SectionObjectives
Customer Service Excellence- Customer communication
  • 1. Managing customer expectations
  • 2. Professional interpersonal skills
  • 3. Active listening
Teamwork and Leadership- Team effectiveness
  • 1. Collaboration and mentoring
  • 2. Conflict resolution
  • 3. Continuous improvement
Help Desk Technology and Support Environment- Support infrastructure
  • 1. Call logging systems
  • 2. Telephony and communication tools
  • 3. Support technologies and automation
Incident and Problem Management- Incident handling process
  • 1. Incident classification and prioritization
  • 2. Escalation procedures
  • 3. Root cause identification
Troubleshooting Techniques- Analytical problem solving
  • 1. Solution verification
  • 2. Hypothesis development and validation
  • 3. Information gathering
Help Desk Operations- Service desk processes
  • 1. Call management
  • 2. Knowledge management
  • 3. Ticket lifecycle management

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