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Help Desk Analyst Diploma

Next program start dates:
Monday, October 5, 2020
Monday, November 2, 2020
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
Diploma

Help Desk Analyst Diploma

Length

40 Weeks 36 In-Class 4 Practicum

Location

Calgary Campus

Offered

Online Classroom Blended

Available

Evening

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.

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

Students must meet ONE of these criteria: Alberta High School Diploma or equivalent with minimum score of 65% in English 30-1 on verified transcript -OR- General Equivalency Diploma (G.E.D.), plus successful interview with ABM College Administration, and if student’s first language is not English, Canadian Language Benchmark of 5 with SLE Language Evaluation Test (Accuplacer)

Mature Admission

Students must meet ALL of these criteria: 1. At least 18 years of age prior to admission admission (BC residents must be 19 years of age) 2. Score of 20 or higher on Entrance Exam (Scholastic Wonderlic) 3. Successful interview with ABM College Administration 4. If student’s first language is not English, Canadian Language Benchmark of 5 with SLE Language Evaluation Test (Accuplacer)

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. Computer Hardware Essentials

Course Description: This course teaches students how to install, configure, optimize, troubleshoot, repair, upgrade, and perform preventative maintenance on personal computers, digital devices, and operating systems.

2. IT Infrastructure & Troubleshooting

Course Description: Students will learn to configure device operating systems, including Windows, MAC, Linux, Chrome OS, Android, and IOS.

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. Clinical Placement 2

Course Description: During the second clinical placement, you will experience the role of the health care aide by working under the direction of a regulated health-care professional. You will have the opportunity to work in a variety of health-care settings such as continuing care or acute care.

Optional - Business Communication

Course Description: This course helps students explore and understand the role of communication in professional business settings. Attention is given to workplace culture, interpersonal and team communication, technology, professional presentations, research, meetings, and professional writing grounded in communication and business theory.

Optional - Resume Writing & Professional Skills

Course Description: 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.

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