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Help Desk Analyst Diploma

Help Desk Analyst Certification
Next program start dates:
Monday, February 7, 2022
Monday, March 7, 2022
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


40 Weeks


Calgary Campus




Morning Evening Weekend

Help Desk Analyst Diploma

Program Overview

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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

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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 - Get full training online to become a help desk analyst and work to provide technical support and help customers troubleshoot errors.
Get Detailed Admission Requirements

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

1. CompTIAA+ Essentials 220 -1001

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.

2. CompTIAA+ Practical Application 220 -1002

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 solves 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.

3. Windows 10 Development & Configuration in Clients

Course Description: 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.

4. Fundamentals of Networking

Course Description: 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.

5. Implementing Security in I.T.

Course Description: 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.

6. Introduction to Linux Administration

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

7. I.T. Service Management - ITIL Foundation

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

8. Practicum

Course Description: Students will gain practical and hands-on experience to apply the knowledge and skills learned in class to real-world experiences in a professional capacity during this 4-week practicum placement.

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