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Last Updated: Aug 22, 2026

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HDI QQ0-100 Exam Syllabus Topics:

SectionObjectives
Technical Support Fundamentals- Troubleshooting Principles
  • 1. Basic diagnostic techniques
    • 2. Problem resolution process
      - IT Systems Basics
      • 1. Network and connectivity basics
        • 2. Hardware and software support concepts
          IT Service Management Concepts- Service Desk Best Practices
          • 1. Service level agreements (SLAs)
            • 2. Escalation procedures
              - Process Awareness
              • 1. Change management basics
                • 2. Incident vs problem management
                  Customer Service and Support Fundamentals- Service Desk Operations
                  • 1. Ticket logging and prioritization
                    • 2. Incident handling workflow
                      - Communication Skills
                      • 1. Active listening and questioning techniques
                        • 2. Professional communication with users
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