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QQ0-100 - Help Desk Analyst (HDA) - Dump Information

Vendor : HDI
Exam Code : QQ0-100
Exam Name : Help Desk Analyst (HDA)
Questions and Answers : 116 Q & A
Updated On : Click to Check Update
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Answer: A, B, C


Question: 111

Which two facts about customer satisfaction are true? (Choose two.)


A - More customers are lost to poor service than poor product

B - It is more costly to retain a customer than acquire a new one

C - More customer contacts can be made over the phone than in person

D - Customers form opinions about organisations based on contact with a small portion of that organisation


Answer: A, D


Question: 112

Which two are benefits of teamwork? (Choose two.)


A - More buy-in

B - Higher motivation C - Reduced flexibility

D - Increased sympathy


Answer: A, B


Question: 113

What is paraphrasing?


A - Telling the customer what they meant to say

B - Repeating what the customer says in their words

C - Using lots of long words when speaking to a customer

D - Repeating what the customer says using your own words


Answer: D


Question: 114

Which two are characteristics of unsuccessful teams? (Choose two.)


A - Independence B - Lack objectives

C - Lack of ownership D - Good team morale


Answer: B, C


Question: 115

A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two

actions should you take to get the customer’s attention? (Choose two.)


A - Empathise with the customer

B - Tell the customer to “snap out of it”

C - Regularly use the customer’s first name

D - Raise your voice when asking questions 24


Answer: A, C

Question: 116

What is the number one goal of support services?


A - To give technical support to anyone who calls B - To resolve all calls requiring technical support

C - To obtain information for any questions that are asked

D - To keep the customer performing at the highest level possible


Answer: D


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HDI QQ0-100 Exam (Help Desk Analyst (HDA)) Detailed Information

Professional Certifications
Each HDI Certification reflects the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. HDI offers training that aids individuals in preparing for the certification exams while building their knowledge and developing skills based on the certification standards. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam. In addition to these role based certifications, HDI offers certification in KCS Principles and ITIL Foundation®.
View a complete list of HDI certification courses and get started today!
See HDI Certification Courses >>
HDI Certification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The HDI Standards may be purchased separately. HDI members may download the standards for free.
HDI Support Center Certification
HDI Support Center Certification is an award that recognizes a support center's commitment to excellence, efficiency, and service quality based on the HDI Support Center Standard. The Standard was developed by the HDI International Certification Standards Committee which consists of more than 25 practitioners and experts from around the world. The certification program conforms to existing international quality standards such as the European Foundation for Quality Management (EFQM).
Certification Courses
HomeCertificationProfessional CertificationsCertification Courses
HDI provides training and testing for certification that equips individuals with the conceptual knowledge and practical skills they need to thrive in their support organizations. Expanding customer service skills, service management processes, and awareness of industry-standard best practices, HDI certification and training helps IT support and service management professionals develop and promote their skills and abilities.
Role and Knowledge Based
HDI certifications reflect the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. In addition, HDI offers certification in KCSSM Principles and ITIL Foundations. All HDI certifications are designed to build and advance the competencies of support professionals, providing their organizations with measurable assets.
Are you interested in achieving your own certification? Please take a look at the certification courses listed below. If you have any questions, please contact an account manager or call our Customer Care Center at 1.800.248.5667 for immediate assistance.
HDI Customer Service Representative Public Classroom Virtual Classroom Online Course Onsite
Discover how to make every customer interaction a great one.
HDI Support Center Analyst Public Classroom Virtual Classroom Online Course Onsite
Develop the skills to create exceptional customer experiences.
HDI Desktop Support Technician Public Classroom Virtual Classroom Online Course Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Technical Support Professional Public Classroom Virtual Classroom Online Course Onsite
Enhance the skills to elevate the customer experience
HDI Support Center Team Lead Public Classroom Virtual Classroom Online Course Onsite
Hone the essential leadership skills required to enhance team performance.
HDI Support Center Manager Public Classroom Virtual Classroom Onsite
Leverage people, processes, and technology to meet service demands.
HDI Desktop Support Manager Public Classroom Virtual Classroom Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Support Center Director Public Classroom Onsite
Strategically lead the service and support organization and increase business value.
KCS Foundation Public Classroom Virtual Classroom Online Course Onsite
Gain awareness of knowledge management best practices and concepts of the KCS methodology
KCS Principles Public Classroom Virtual Classroom Onsite
Learn the practical steps for capturing, storing, and successfully reusing knowledge
HDI Problem Management Professional Public Classroom Virtual Classroom Onsite
Refine your problem management skills to handle incidents before they begin.
HDI Certified Instructor Public Classroom Virtual Classroom Onsite
Gain or further your recognition as an industry expert when you get authorized to deliver HDI courses.
ITIL® Foundation Public Classroom Onsite
Learn the language of IT Service Management and the processes that support it.
Coaching Skills for Quality Support Public Classroom Onsite
Coaching skills to improve quality processes and practices in technical service and support organizations.
Online Exam Retake Fee Public Classroom Onsite
Online Exam Retake Fee
Annual Exam Insurance Public Classroom Onsite
Exam Insurance
Online Exam Extension Fee Public Classroom Onsite
Online Exam Extension Fee
Certification Standards
HomeCertificationCertification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam.
All HDI Certification Exams are based solely on the HDI Certification Standards and not on the content in the HDI Courses. HDI Courses are designed to assist a student preparing for an HDI Certification Exam. They reinforce the core concepts of the HDI Certification Standards and provide skills building opportunities for the attendees.
HDI Support Center Certification is the ultimate recognition for your support center's commitment to excellence, efficiency, and service quality. The certification is based on the HDI Support Center Standard, an internationally recognized standard developed by the HDI International Certification Standards Committee. This committee is comprised of support industry practitioners and experts from across the world.
Benefits of Certification
Operational Efficiencies
Organizations find tremendous value in the certification process because it unites their support management and teams around a common mission. Those who have received certification report that the process helped their organization align with the corporate business objectives, improved operational efficiencies and effectiveness, increased employee productivity, optimized performance monitoring and reporting, and fostered customer satisfaction and retention.
Recognition
Show both your customers and the industry at large that providing the highest quality service is of paramount importance to your business model. Certification provides ample opportunity to publicize and promote your support center’s achievement to your executive management team, your customers, and your industry peers.
Employee Morale and Retention
Earning the certification affirms your support center is a positive and rewarding working environment — an environment dedicated to employee training, career development, recognition, and productivity.
Competitive Advantage
Achieving certification recognizes your successful pursuit of optimal service quality and helps you attract new customers and keep existing ones. Place the HDI Certified Support Center logo on your marketing materials, business cards, and signage, and show the world that you’ve joined an elite community of world-class support centers.
Read about Aetna's journey to excellence.
How to Become Certified
To become an HDI Certified Support Center, your support center must achieve a minimum score in each of eight categories, as well as a minimum overall score. An on-site audit of your support center will be conducted by an HDI Certified Auditor.
The certification is valid for two years. To maintain the certification, your support center must demonstrate a continued commitment to the HDI Support Standard by passing a renewal audit every two years following the initial certification.
Watch how Canon Solutions America became HDI Certified for Exceptional Technical Support.
Prices
HDI Support Center Certification Audit: $30,000
HDI Support Center Certification Renewal Audit: $18,000
Pricing is for a single support center at a single location supporting a single customer base. Custom pricing may be required when the support center is located at multiple sites or services multiple customers. Auditor travel expenses are billed separately.
A 10% discount is available to clients who purchased HDI Support Center Certification Audit within 6 months of receiving a HDI Support Center Best Practices Assessment.
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Help Desk Analyst (HDA) exam HDI, CompTIA and Microsoft Collaborate to promote Complementary Certifications concentrated on improving IT service and aid advantage | QQ0-100 Real Questions and VCE Practice Test CHICAGO, Sept. 13, 2004 HDI, the areas largest membership association for IT service and help professionals and the premier delicate skill certification body for the industry; CompTIA, the Computing expertise business affiliation; and Microsoft Corp., the main issuer of technical skills certification for the IT industry, today announced they're collaborating to promote the advantages of combining their respective certifications. together, CompTIAs A+ certification for computer carrier and assist technicians, HDIs customer aid professional (CSS) or help Desk Analyst (HDA) certification tiers, and the Microsoftlicensed laptop support Technician (MCDST) certification construct on one another to deliver an ideal certification direction for entry-stage IT carrier and aid experts, and should help them increase their career path. The announcement became made at the HDI school working towards event held Sept. 1317 at the Palmer house in Chicago. In both small and massive corporate environments, where workstation maintenance and troubleshooting are crucial abilities, ensuring that entrance-line aid desk personnel are knowledgeable and certified in each technical and service skills helps convey both faster decision times and a more robust stage of customer pride. This mixture of potential effects in greater ROI for the organization. because the biggest developer of seller-impartial IT certification assessments globally, CompTIA recognizes very clearly the want for IT gurus to exhibit their capabilities and skills via certification, observed Bob Sartor, director, business and consumer courses, DHL counsel systems (Americas) Inc. and chair of the board of directors, CompTIA. We additionally respect the increasing importance to overall company operations of nontechnical advantage such as active listening and the catch of expertise during calls. through working with HDI and Microsoft to promote the merits of our certifications, we're capable of significantly raise the ability of front-line technical guide authorities to do their jobs on the highest stages of effectivity. With a large element of the realms agencies operating Microsoft software, MCDST is completely critical because it specializes in aiding key applied sciences on the company computerin particular, windowsXP and Microsoft workplace, stated Al Valvano, manager of the gaining knowledge of certification software at Microsoft. but it surely managers be aware of that to effectively leverage their support desks skills and abilities across the firm, they deserve to couple that skills of technology with gentle talents. to ensure that the guide middle to develop into extra strategic to the firm as a whole, it has to supply exemplary provider on all ranges: from technical troubleshooting to displaying empathy to customers. These ability units are tremendously complementary, so it made perfect sense for us to join with CompTIA in teaching gurus and their employers concerning the want for each sorts of certifications, added Ron Muns, CEO, HDI. About CompTIAs A+ Certification The A+ Certification is a worldwide business credential that validates the abilities of computing device carrier and assist technicians who've an equivalent of 500 hours of hands-on experience. important hardware and software providers, distributors and VARs settle for CompTIA A+ because the typical in basis-degree, vendor-neutral certification for service and assist desk technicians. both checks that make up the certification cover a large range of hardware and utility technologies, but aren't certain to any supplier-specific products. The abilities and potential measured by using the CompTIA A+ exams have been derived from an industrywide and global job assignment analysis. so far, more than 600,000 individuals have received CompTIA A+ certification. About Microsofts MCDST Certification The Microsoft certified computer help Technician (MCDST) credential helps set the competency level of help desk team of workers on the Microsoft windows XP operating equipment and the applications that run on it by specializing in diagnosis and evaluation of conclusion-person incident requests. greater information concerning the MCDST will also be discovered at http://www.microsoft.com/discovering/mcp/mcdst/ . About HDIs CSS and HDA Certifications The HDI consumer assist professional (CSS) Certification is targeted to people wishing to qualify to work in a client aid center/support desk environment. HDI-certified client assist specialists were demonstrated to be certain they meet the required standards for featuring unsurpassed client carrier. The HDI assist Desk Analyst (HDA) Certification practising software offers assist desk and help center authorities with the equipment, ideas and capabilities to achieve success as entrance-line analysts, to leverage profession construction alternatives, and to understand the change between assist operations that merely feature as a business unit and those that make a good influence on the company as an entire. With HDIs HDA Certification working towards, support authorities are empowered to transform the guide operation from a price core into a productivity center that enhances the firms standard effectiveness. greater advice about these lessons and certifications will also be discovered at: http://www.thinkhdi.com/certification/individualCertification/ . About CompTIA CompTIA is a global trade affiliation representing the company pursuits of the suggestions know-how trade. For greater than 22 years CompTIA has supplied analysis, networking and partnering opportunities to its 20,000 members in 89 nations. The association is concerned in developing necessities and greatest practices, and influencing the political, economic and tutorial arenas that affect IT global. more suggestions is at www.comptia.org . About Microsoft based in 1975, Microsoft (Nasdaq MSFT) is the worldwide chief in software, functions and options that assist americans and agencies recognize their full talents. About HDI HDI is the worlds greatest membership affiliation for IT provider and aid gurus and the premier certification body for the business. headquartered in 1989, HDIs mission is to lead and promote the IT carrier and support industry through empowering its participants through entry to well timed and constructive trade counsel, including studies and publications; encouraging member collaboration via events and online boards; and establishing internationally identified, requirements-based mostly trade certification and training classes. apart from membership, certification, and working towards, HDI produces the maximum-rated business experience, the HDI Annual conference and Expo, for service and technical support authorities. HDI is member-focused, and is still dealer-impartial in its efforts to facilitate open, unbiased networking and tips sharing inside the association community. HDI has more than 7,500 individuals international, (including ninety% of the Fortune 500), and greater than 50 energetic U.S. chapters. For extra information, consult with http://www.thinkhdi.com . Microsoft and windows are both registered trademarks or emblems of Microsoft Corp. within the u.s. and/or different nations. The names of specific corporations and items mentioned herein could be the emblems of their respective homeowners. observe to editors: if you are interested in viewing more information on Microsoft, please talk over with the Microsoft net page at http://www.microsoft.com/presspass/ on Microsofts corporate suggestions pages. internet hyperlinks, telephone numbers and titles were correct at time of book, but may also due to the fact have changed. For further information, journalists and analysts may additionally contact Microsofts rapid Response group or different acceptable contacts listed at http://www.microsoft.com/presspass/contactpr.asp . 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