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HD0-100 - Help Desk Analyst (HDA) - Dump Information

Vendor : HDI
Exam Code : HD0-100
Exam Name : Help Desk Analyst (HDA)
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Answer: C


Which statement best describes logical problem solving?

  1. Finding a workaround in the shortest possible time

  2. Organising a problem into a series of rational, orderly steps

  3. Applying a project management approach

  4. A reactive process

Answer: B


What are three obstructions to active listening? (Choose three.)

  1. Prior knowledge

  2. Positive reinforcement

  3. Emotional carry-over

  4. Situational constraints

Answer: A, C, D


What is inductive reasoning?

  1. Reasoning based on experience and intuition

  2. Reasoning based on logic and analysis

  3. Reasoning based on intuition and process of elimination

  4. Reasoning based on analysis and experience

Answer: A


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

  1. Style 34

  2. Paraphrasing

  3. Restating

  4. Vocabulary

Answer: A, D


Which question allows you to determine whether or not your customer is logged on to the network?

  1. Which drives are displayed on your computer?

  2. What is your login ID?

  3. Are you logged on to the network?

  4. Can you access e-mail?

Answer: A


Which question allows you to determine whether or not your customer is logged on to the network?

  1. What is your login ID?

  2. Are you logged on to the network?

  3. Can you access e-mail?

  4. Which drives are displayed on your computer?

Answer: D


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

  1. Good team morale

  2. Lack objectives

  3. Lack of ownership

  4. Independence

Answer: B, C


What is deductive reasoning?

  1. Reasoning based on experience and intuition

  2. Reasoning based on analysis and experience

  3. Reasoning based on intuition and process of elimination

  4. Reasoning based on logic and analysis

Answer: D


Which three metrics would be affected by training? (Choose three.)

  1. Abandon rate

  2. Average call time

  3. After call work time

  4. First call resolution

Answer: B, C, D

HDI HD0-100 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.
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.
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) education 10 Jobs the place a Certification Can mean a big lift | HD0-100 Real Questions and VCE Practice Test Unemployment is low, and americans' usual wages are finally rising, for the primary time in view that the extremely good Recession. need to recognize one of the secrets and techniques to incomes the most cash in your chosen field? Get licensed! A certification showing that you've got won job-certain skills and abilities can extensively increase your checking account. The appropriate certification can lift your pay by using 50% or more. you could enhance your revenue by means of tens of lots of bucks, in fields similar to accounting, manufacturing, IT and health care. able to get that raise? try these high-paying certifications. support desk analysts are employed throughout almost each trade at the moment, helping laptop users and corporations fix their IT issues. The U.S. Bureau of Labor statistics (BLS) reviews that aid desk analysts earn a median annual profits of $50,980. but if you get what's referred to as a CompTIA certification both A+ or network+ that you can doubtlessly earn lots of dollars more than the median. With the A+ certification, assist deskers make a normal of $59,000, and a network+ licensed analyst earns $63,000, on commonplace, studies PayScale. licensed IT managers usually make more than $seventy three,000. Actuaries analyze chance and its potential charges for the insurance business, and that theyre continually paid smartly for this complicated work. Getting certified as a Fellow of the Society of Actuaries (FSA) can push these income even higher by way of roughly 50%. while the median revenue for an actuary is $86,500 the median with the FSA certification is a whopping $128,000, in keeping with PayScale. Actuaries constantly have bachelors degrees, and they should pass no fewer than 10 assessments that's appropriate, 10! to receive the FSA certification. or not it's lots of work, but it's value the trouble. medical coders turn fitness care information into codes of numbers and letters, to assist with research and billing. The general income during this container is about $forty one,000, however really good certifications can lift that bar. a certified knowledgeable coder (CPC) earns an average of $44,026 per yr, while a scientific coder who is a certified coding expert (CCS) will make $57,000, on commonplace. The optimum-paid coders earn round $sixty five,000. Having a bachelor's degree can raise a coder's revenue with the aid of $10,000, says the American health counsel management association. four. Nurse midwife Midwives may work in hospitals, birthing centers or in patient's homes Midwives may work in hospitals, birthing centers or in patient's homes View photos Monkey enterprise photographs / ShutterstockCNMs earn $21,000 more than nurse-midwives extra Nurse midwives oversee and support with the birthing system, and they're often concerned in other facets of ladiess fitness care, too. despite the fact, they can also not be able to follow in all states. The national usual is the certified nurse midwife (CNM) designation and it guarantees significantly higher pay and extra job alternatives. CNMs are registered nurses who also complete a nurse-midwifery schooling software and pass an exam that allows for them to observe in all 50 states. or not it's a really lucrative box: The median annual pay for a nurse midwife is $106,910, in keeping with the Bureau of Labor data, with CNMs often incomes tens of thousands of greenbacks greater than the median. 5. ethical hacker Ethical hackers are essential for cybersecurity Ethical hackers are essential for cybersecurity View photographs REDPIXEL.PL / ShutterstockEthical hackers can earn over $a hundred,000 each year with the correct certification more moral hackers, or penetration testers, are paid to legally hack into networks to expose and fix weaknesses. One contemporary job advert for a penetration tester in Texas listed the salary as $70,000 to $a hundred and twenty,000. Salaries vary widely by corporation, schooling and experience, however certified hackers can also earn plenty extra. exact certifications encompass the offensive security certified professional (OSCP), the GIAC penetration tester (GPEN), the licensed penetration tester (LPT) and the certified ethical hacker (CEH). IT experts at CIO report that ethical hackers with the CEH designation earn an ordinary of $106,375. 6. health and defense coordinator Health and safety coordinators ensure safety on construction sites Health and safety coordinators ensure safety on construction sites View photos Bannafarsai_Stock / ShutterstockCertification can earn health and safeguard coordinators 35% greater extra development can also be bad work, and probably the most crucial jobs on site is the fitness and defense coordinator, who ensures compliance with safeguard standards. A fitness and security coordinator who becomes a certified building health and protection technician (CHST) can upward push above the rest and earn up to 35% greater. To earn the certification, you must have three years of work experience and pass an examination. PayScale and certainly file that general salaries for security coordinators range from $fifty two,500 to $57,500 whereas CHSTs make a regular of $eighty,000 a yr. first-class! 7. Scrum master ScrumMasters work across many industries ScrumMasters work across many industries View photographs Jacob Lund / ShutterstockA licensed ScrumMaster can make more than $a hundred,000 a yr extra No, were no longer talking about rugby scrum masters are challenge administration consultants who tackle the logistics of implementing changes that pressure enterprise gains and efficiency. Scrum is part of agile administration, and companies that want to enforce this methodology are inclined to pay for it. A regularly occurring task coordinator earns a median of $67,280 a year, in accordance with the Bureau of Labor statistics, however a certified scrum master can make a standard of more than $100,000 a year, reviews CIO You get a possible $30,000 pay bump simply from finishing a two-day direction and passing an internet exam. just believe of how that more money may grow in an investment account. eight. Optical supervisor Optical managers make 31% more with certification Optical managers make 31% more with certification View photos Andrey_Popov / ShutterstockOptical managers make 31% extra if they're certified more Eyewear products are uniqueness objects that deserve to healthy effectively and, undoubtedly, permit a client to see smartly. This precise work is frequently performed by using optical managers, who earn general annual salaries of more than $forty six,000, according to PayScale. however, certified optical managers whove been educated to work with contact lenses earn 31% greater. those that hold the national Contact Lens Examiner certification make a regular of more than $61,000. it really is a comfortable $15,000 added that could aid construct up your emergency discounts. 9. high-quality control inspector Quality control inspectors make sure products are made to a high standard Quality control inspectors make sure products are made to a high standard View photos ndoeljindoel / ShutterstockGetting licensed can assist best manage inspectors earn $20K extra at work more fine manage is simple in manufacturing, and massive establishments always commit a complete branch to the project. satisfactory handle inspectors examine items to make certain they meet security and excellent specifications. On-the-job practicing is ordinary follow, and its possible to land a neatly-paying job with a excessive school diploma alone. devoid of certification, a quality handle inspector could make $fifty eight,000 per 12 months, reports Monster. however, an inspector who passes the certified welding inspector (CWI) examination earns extra. How much extra? CWIs make a median profits of $81,400 a major pay bump of over $23,000. 10. CPA CPAs can earn $1 million more than uncertified accountants over their careers CPAs can earn $1 million more than uncertified accountants over their careers View photos Flamingo images / ShutterstockCPAs can earn $1 million greater than uncertified accountants over their careers extra CPAs, or certified public accountants, can work as chief financial officers for Fortune 500 businesses, propose small organizations or work for public accounting organizations. Most states are expecting CPA exam candidates to have a bachelors diploma, with some requiring a finance-linked diploma. The regular pay for an accountant who is not a CPA is around $50,000 per year, whereas CPAs earn about $65,000, and those at the excessive end make six figures, says PayScale. more than one look at has found that an accountant who completes the additional coursework and passes the CPA examination will earn about $1 million extra over a 40-yr career than an accountant who is rarely certified. Obviously it is hard assignment to pick solid certification questions/answers assets concerning review, reputation and validity since individuals get sham because of picking incorrectly benefit. Killexams.com ensure to serve its customers best to its assets concerning exam dumps update and validity. The vast majority of other's sham report objection customers come to us for the brain dumps and pass their exams cheerfully and effectively. 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