help desk analyst program

Program Description

The Help Desk Analyst diploma will prepare students as an information technology (IT) professional, who can help users resolves issues with computer hardware or software via telephone, website, email or a chat bot. Students will learn how to respond to inquiries, assess problems and issues with IT equipment and applications, and learn how to resolve these issues for users. 

This course is designed for today's fast paced industry that demands speedy help desk IT support. Help desk support personnel successfully solve various problems for hardware and software, such as server, computers, printers, and software programs like Windows. This involves asking questions to the customer to assess the problems and provide solutions. Sometimes a solution can only be provided by sending a technician on site to help the customer. 

Graduates of this program can seek employment in various IT departments working in a call center or online technical support center. They will provide support, help troubleshoot and give solutions for IT problems that customers inquire about.

Workplace Settings

  • Online technical support centers
  • Technical support call centers
  • Oil and gas companies 
help desk analyst salary

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Next Program Start Dates:  May 02, 2020

36 Weeks of In-Class Training | 720 Hours

4 Week Practicum | 160 Hours


Help Desk Analyst 

40 Weeks

Course Duration


Program Location

Admission Requirements

Standard Admission

Students must meet ONE of the following criteria:

  • Alberta High School Diploma, verified by transcript, or non-Alberta equivalent OR
  • General Equivalency Diploma (G.E.D) and ALL of the following criteria:
  • Successful interview with school administration
  • Canadian Language Benchmark of 5 if students' first language is not English

Mature Admission

Students must meet ALL of the following criteria:

  • Must be at least 18 years old
  • Successful result on Wonderlic test with passing score of 20
  • Successful interview with school administration
  • Canadian Language Benchmark of 5 if students' first language is not English

Who Should Enrol?

If you are an individual who is passionate about providing excellent customer services and working in IT then this course is for you!

For further information about our Help Desk Analyst Diploma program please contact an ABM College admissions counsellor.

Course Components

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

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

Course Description: This module will teach students how to install and customize Windows 10 operating systems and new Windows servicing model and how to keep Windows updated.

Course Description: Students will 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. 

Course Description: This modules 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, indentify where the security breaches took place and design a secure network on the cloud.

Course Description: This module covers common tasks in major distributions of Linux, including Linux command line, basic maintenance, installing and configuring workstations and networking.  

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

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ABM College is one of the leading career training institutions in Alberta and Ontario. Throughout its history ABM College has provided students with professional training, academic knowledge, and the right skill-set to meet employment market demand. It is a point of pride for us that the vast majority of our graduates are employed within their field of study!