Help Desk Analyst Diploma

Help Desk Analyst Diploma Summary

This course is designed for today's fast-paced industry that demands speedy help desk information technology (IT) support. Students learn various IT support strategies to prepare them to work in a call center or online tech support center, with a focus on how to respond to inquiries, assess problems with IT equipment and applications, and how to resolve these issues for users. Students also receive customer service and communication training, and finish with a 4-week practicum placement to add work experience to their resume.

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


40 Weeks
36 In-Class
4 Practicum


Calgary Campus





Career Opportunities

  • Help Desk Analyst
  • Technical Support
  • I.T. Department Assistant
  • Online Tech Support
  • Call Centre Specialist
help desk analyst average salary

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Help Desk Analyst Diploma Description

The Help Desk Analyst Diploma program at ABM College will prepare students as an 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 server, 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 IT settings.

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
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
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)


Next Program Start Dates:

July 06, 2020

August 04, 2020

Help Desk Analyst Diploma Program Information Kit

This kit includes useful information about the Help Desk Analyst Diploma program at ABM College
    *If you do not reside in Canada, please refer to our International Student page.

Have Questions?
Speak to one of our admissions counsellors today.

More Information

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

"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

"The school is awesome, very flexible on handling tight situations from the students and so accessible. I like the teachers, they're really nice and dedicated, and I learned a lot from their lessons that we took. I'd like to recommend it to my friends."
Leo Mark Barcenas

help desk analyst classroom setting

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 typologies, 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 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.

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 Life cycle, its processes and the functions.

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.

Course Description: Students learn effective strategies in searching for jobs as well as resume writing and other employment tips to maximize potential career success.