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Help Desk Support Analyst

Help Desk Support Analyst

Program Info:

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 instruction. An admissions interview will be administered to determine if the applicant has the required interest, motivation, and entry-level skills to take this program. Full-time students must attend the required hours per week as per the course schedule and may do so at times convenient to them. Part-time students may set their own schedules to a minimum of two training sessions per week. These times may be scheduled during the day, evenings, or on weekends


* Not all programs are offered at each location.

Program Highlights

This 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. This program also introduces the skills necessary to effectively provide remote customer support, and deal with issues Customer Service Help Desk may encounter on the job when addressing customer requirements. This program prepares the student for several industry certifications. These are: CompTIA A+ certification and Microsoft Windows 7 certifications.

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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:

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

CORE COURSES

Upon completion of the program the participant must demonstrate the following core competencies:

  • Keyboarding
    Minimum 25 words per minute (WPM).
  • Operating Systems
    Advanced level of proficiency in a Windows operating system.
  • Word Processing
    Intermediate level of proficiency in Microsoft Word
  • Office Skills
    Internet Fundamentals, Personal Computer Fundamentals for End Users, and advanced level of proficiency in Microsoft Outlook
  • Spreadsheets
    Intermediate level of proficiency in Microsoft Excel
  • Database Management
    Basic level of proficiency in one database application.
  • Business Skills
    Grammar Essentials for Business Writing, Business Correspondence Level 1 Customer Service, and Business Math
  • Pc Troubleshooting
    CompTIA A+ 220-901 and CompTIA A+ 220-902
  • Help Desk & Call Centre Skills
    Telephone Communication Skills and Team Dynamics and Personal Development
  • Job Readiness/Employability Skills
    Employment Success Strategies, Job Search and Résumé Writing, and Thought Patterns for a Successful Career
  • Microsoft Certification
    Microsoft Windows 7 Configuring and Microsoft Windows 7 Enterprise Desktop Support Technician

ELECTIVE COURSES

Students should complete three (3) credits from any of these groups:
  • Office Skills
  • Word processing
  • Database Management
  • Spreadsheets
  • Program Type: Diploma
  • Anticipated salary:C$31,066 - C$55,438
  • (Information from PayScale Canada)
  • Program Duration:50 Weeks
  • Program Notes:Tuition fees include all materials and student manuals. Financial assistance may be available to qualified students.
  • Program Category:Business
  • Program Syllabus:Click to Download
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