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Help Desk Analyst Diploma

Help Desk Analyst Certification
Next program start dates:
Monday, December 5, 2022
Tuesday, January 3, 2023
Apply Online
Hands-on Training
Practical labs to ensure quick and efficient understanding of technical concepts
Add-on Skills
Students learn extra skills to ensure they can get a job after graduation
Interactive Learning
Instructors support students in real-time simulations to ensure easy learning

Help Desk Analyst Diploma


53 Weeks




On-site / Online / Combination


Morning Evening Weekend

Help Desk Analyst Diploma Summary

The Help Desk Analyst Diploma Program at ABM College is designed to prepare students for a fast-paced industry that demands speedy and effective help desk or I.T. support. Students learn various technical support strategies to prepare them for work in settings like call centres or online tech support centres, with a focus on how to respond to inquiries, assess problems with equipment and applications, and how to resolve these issues for users. Students also receive customer service and communication training, and end with a 4-week practicum placement to add work experience to their resume.

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Help Desk Analyst Diploma Description

The Help Desk Analyst Diploma Program at ABM College in Calgary will prepare students as an information technology (IT) professional, who can help users resolve issues with computer hardware or software via telephone, website, email, or live chat. Help Desk Analysts provide professional technical support, help troubleshoot issues or errors, and give solutions for common technological problems that customers may inquire about. Sometimes a solution can only be provided by sending a technician on site to help the customer.

Students learn how to successfully solve various problems for hardware and software, such as servers, computers, printers, and software programs like Windows. This involves asking key questions to the customer to assess the problems, and provide possible resolutions or solutions. Graduates of this program are highly prepared for a career and can seek employment in a wide variety of I.T. settings.

Career Opportunities

  • Help Desk Analyst
  • Technical Support
  • I.T. Department Assistant
  • Online Tech Support
  • Call Centre Specialist

Salary Range

Help Desk Analyst Diploma Information Kit

This kit includes important details on the Help Desk Analyst Diploma program at ABM College.

Note: For non-domestic students with a study permit or visa, please see our International Students form here.

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Hel Desk Analyst

Admission Requirements

Standard Admission

1. Alberta high school diploma/GED with English 30-1 and passing grade of 65%, verified by transcript, or non-Alberta equivalent. 2. Successful interview with school administration.

Mature Admission

1. Must be 18 years or older (BC residents must be 19 years of age). 2. Successful completion of Wonderlic Test with a passing score of 20. 3. Successful interview with school administration. For students whose first language is not English and they don't have high school diploma from Alberta or equivalent high school diploma from other provinces, they must meet a Canadian Language Benchmark of 5.

Detailed Requirements

Help Desk Analyst Diploma Certification -Advance your career as an IT service desk analyst with ABM College’s Help Desk Analyst Diploma program. Gain the right skills and be ahead in the race. Enroll now!
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ABM College is our own school, and I'm so proud of becoming a student here. Instructors are nice and the admin staff are very helpfull. I have built a great oppurtunity for my future.

Geraldine Miranda

Course Components

Computer Hardware Essential

In this course, students will install, configure, optimize, troubleshoot, repair, upgrade, and perform preventive maintenance on personal computers, digital devices, and operating systems. Based on CompTIA 220-1001 and, as you can see, they are heavily slanted towards hardware and networking.

IT Infrastructure & Troubleshooting

In this module, students will Configure device operating systems, including Windows, Mac, Linux, Chrome OS, Android and iOS and administer client-based as well as cloud-based (SaaS) software. Troubleshoot and problem solve core service and support challenges while applying best practices for documentation, change management, and scripting, support basic IT infrastructure and networking, Configure and support PC, mobile and IoT device hardware.

Windows 10 Development & Configuration in Clients

This class will teach students how to install and customize Windows 10 operating systems and new Windows servicing models, as well as how to efficiently keep Windows updated.

Fundamentals of Networking

Students learn network technologies, media and topologies, installation and configuration, management, and security. This module will also cover internet utilities, ports and protocols, connection devices, network models, TCP/IP, DNS and URLs. The students will learn network troubleshooting and local networks (LANs), wide area networks (WANs), the internet and all of the hardware and software they will use in the industry.

Implementing Security in I.T.

This module teaches students how to implement sound security protocols and to mitigate security risks. They will learn how to quickly and effectively respond to security risks, identify where the security breaches took place, and design a secure network on the cloud.

Introduction to Linux Administration

Students are introduced to common tasks in major distributions of Linux, including Linux command line, basic maintenance, installing and configuring workstations and networking.

I.T. Service Management - ITIL Foundation

Students get an overview of the ITIL Service Lifecycle, its processes and various functions.

Fundamentals of Database

In this module , students will learn about the fundamental concepts necessary for designing, using, and implementing database systems and database applications. Database management systems are essential for businesses because they offer an efficient way of handling large amounts and multiple types of data. The ability to access data efficiently allows companies to make informed decisions quicker.The students will learn SQL, a domain-specific language used in programming and designed for managing data held in a relational database management system (RDBMS), or for stream processing in a relational data stream management system.

Working with MS Office Applications

Microsoft Office is a suite of applications designed to help with productivity and completing common tasks on a computer. Students will learn the skills to create and edit documents containing text and images, work with data in spreadsheets and databases, and create presentations and posters. Learning Microsoft Office has significant benefits for the daily workflow, productivity, and career possibilities. Microsoft Office skills are indispensable across a plethora of industries and professions, and give students an advantage in the workplace.Students will learn intermediate level Word,Excel ,Powerpoint and Access applications in this module.

Business Communication

Career Prep

Students work with a professional career counsellor to develop and optimize a professional resume to put forward for employers. Additional support in job searching, interview techniques, and other career transition skills are offered to ensure students have the best possible work prospects.


This component requires a student to be placed in business setting for four weeks, where they can have a hands-on experience translating the skills they have learned throughout the course.

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