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Exam Objectives:
- Understanding the role of a help desk analyst and how they contribute to the organization's success.
- Providing effective customer service and support, including communication skills and problem-solving techniques.
- Managing incidents and service requests, including the use of a ticketing system and escalation procedures.
- Understanding and troubleshooting common hardware and software issues.
- Understanding basic networking concepts and troubleshooting connectivity issues.
- Understanding and adhering to ITIL best practices.
The QQ0-100 exam is designed to test a candidate's knowledge of the above objectives. The exam is intended for help desk analysts or those seeking to become one.
Exam Details:
- Cost: The cost of the exam may vary depending on your location and exam provider.
- Passing Mark: The passing score for the exam is 70%.
- Time: The exam duration is 1 hour and 30 minutes.
- Delivery Method: The exam is delivered in a computer-based format.
- Format: The exam consists of 75 multiple-choice questions.
It is recommended that candidates take the exam after completing the HDI Help Desk Analyst training course and reviewing the exam objectives thoroughly.
Related Books:
There are several books available that can help a candidate prepare for the QQ0-100 exam:
- ITIL Foundation: ITIL 4 Edition by AXELOS
- CompTIA A+ Certification All-in-One Exam Guide, Tenth Edition by Mike Meyers
- Effective Help Desk Specialist Skills by Darril Gibson
- The HDI Handbook: The Definitive Guide to Managing and Delivering Service and Support by HDI
It is important to note that while these books may be helpful in preparing for the exam, they should not be relied upon as the sole source of preparation. Candidates should also review the exam objectives and take practice exams to ensure their readiness.
Passing the QQ0-100 exam requires a thorough understanding of the exam objectives and the ability to apply that knowledge in practical situations. Candidates should ensure they have completed the necessary training and review materials, as well as take practice exams, before attempting the actual exam. With adequate preparation, passing the QQ0-100 exam and becoming an HDI Help Desk Analyst can be a rewarding and valuable achievement in an IT professional's career.
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