Help Desk Support Analyst

Duration

45 Weeks, 1010 Hours

Overview

The Help Desk Support Analyst Diploma program provides students with the necessary skill and knowledge to support users of computer systems and software applications. It provides in-depth knowledge on evaluating, configuring, and troubleshooting communications hardware, software, and operating systems.

It also introduces the skills necessary to effectively provide remote customer support, and deal with issues Help Desk Support Analysts may encounter on the job when addressing customer requirements.

This program prepares the student for several industry certifications. These are: CompTIA A+ certification with IT Technician designation, Microsoft Certified Desktop Support Technician (MCDST), and the Help Desk Analyst (HDA) certifications.

Admission Requirements

  • Grade 12 or equivalent, or
  • Mature Student Status
  • Courses are open to any applicant who possesses a good command of the English language and is able to follow instructions.
  • An admissions interview will be administered to determine if the applicant has the required interest, motivation, and entry-level skills to take this program.

Program Prerequisites

Introduction to Keyboarding Keyboard Skill Building Level 1 Introduction to Personal Computers

 

Core Courses

  • Business Correspondence Level 1
  • Business Math
  • CompTIA A+ Certification: Essentials
  • Customer Service
  • Employment Success Strategies
  • Grammar Essentials for Business Writing
  • Hardware & Operating System Technologies Practical Simulation
  • Help Desk Analyst
  • Introduction to Personal Computers
  • Introduction to the Internet
  • Job Search & Resume Writing
  • Keyboard Skill Building Level 1
  • Supporting & Troubleshooting Applications on Microsoft Windows XP
  • Supporting Microsoft Windows XP Client Operating Systems
  • Team Dynamics and Personal Development
  • Telephone Communication Skills

 Career Opportunities

Graduates of this program will find career opportunities with computer hardware manufacturers and retailers, software manufacturers, within their call centres and information technology departments throughout the private and public sectors.

Job opportunities often exist within the technical support departments of large companies within the insurance, financial, pharmaceutical, and telecommunications industries.

Careers that correspond with the skills learned in this program include:

  • Help Desk Support Analyst
  • User Support Technician
  • Computer Help Desk Representative
  • Help Desk Technician
  • Software Technical Support Analyst
  • Systems Technical Support Analyst
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