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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Topic 2: Customer Service Skills | 30% | - Telephone and email etiquette - Active listening and communication - Handling difficult customers - Empathy and professionalism |
| Topic 3: Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
| Topic 4: Problem Solving & Troubleshooting | 25% | - Root cause analysis - Use of knowledge bases and tools - Diagnostic techniques |
| Topic 5: Service Management & Best Practices | 15% | - Service level agreements (SLAs) - ITIL basics - Support processes and workflows |
You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?
Correct Answer: B 🗳️
You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (choose two)
Correct Answer: B,D 🗳️
Place the network terms that are most related to one another and that provide similar functionality next to each other.
Correct Answer:

Which two organizational characteristics are typically found in a supportive workplace environment? (Choose two.)
Correct Answer: B,D 🗳️
Which approach is preferable when responding to A customer?
Correct Answer: B 🗳️
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HDI Qualified Help Desk Senior Analyst
SDI-Service Desk Foundation Qualification
HDI qualified help desk analyst(hda)
HDI qulilfied help desk manager(hdm)
HDI Qualified Customer Support Specialist
Help Desk Manager
HDI qualified help desk senior analyst(hdsa)
HDI Service Desk Manager (SDM)
HDI qualified customer supprot specialist(css)
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