Help Desk Support Analyst Diploma

The Help Desk Support Analyst program provides students with the necessary skill and knowledge to support users of computer systems and software applications. It provides in-depth knowledge on evaluating, configuring, and troubleshooting communications hardware, software, and operating systems. This program also introduces the skills necessary to effectively provide remote customer support, and deal with issues Help Desk Support Analysts may encounter on the job when addressing customer requirements. This program prepares the student for several industry certifications. These are: CompTIA A+ certification with IT Technician designation, and Microsoft Certified Desktop Support Technician (MCDST) certifications.

Help Desk Support Analyst Diploma AOLCC

Career Opportunities

Graduates of this program will find career opportunities with computer hardware manufacturers and retailers, software manufacturers, within their call centres and information technology departments throughout the private and public sectors. Job opportunities often exist within the technical support departments of large companies within the insurance, financial, pharmaceutical, and telecommunications industries.
Careers that correspond with the skills learned in this program include:

  • Customer Service Help Desk
  • User Support Technician
  • Computer Help Desk Representative
  • Help Desk Technician
  • Software Technical Support Analyst
  • Systems Technical Support Analyst

Duties & Responsibilities

Individuals working in a Help Desk Support Analyst role provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software.
Their duties may include:

  • Communicating electronically and in person with computer users experiencing difficulties to determine, document, and resolve problems
  • Consulting user guides, technical manuals and other documents to research and implement
  • Providing advice and training to users in response to identified
  • Supporting users to install Windows desktop operating systems.
  • Managing and troubleshooting access to computer resources.

Certification Vouchers Included

  • 2 CompTIA A+ Vouchers (single attempts)
  • 2 Microsoft Vouchers (single attempts)
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Program Length
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Program Outline

In the Personal Computer Fundamentals for Technical Users course, students learn about the components and basic operation of the personal computer. The content in this course is both conceptual and practical, and is intended to provide students with a working knowledge of computing. Students explore hardware troubleshooting, file management, multimedia options, and browsing the Internet. This course will also help students assess and decide what type of computer is appropriate for their needs.
The Internet Fundamentals course explores the various components of the Internet using Microsoft Internet Explorer. Students are oriented to common procedures used to maximize successful use of the Internet and all its features. They learn how to customize the Internet Explorer browser, and examine the Web, e-mail, blogs, discussion groups, social media, chatting, multimedia and other web technologies.

This course covers the basic concepts and most commonly used features and functions of Windows 10. The course will walk you through performing basic operations such as opening applications, using Help and shutting down the computer. Additionally, you will learn to set up user accounts, create and use custom keyboard shortcuts, personalize and organize the working space, and use the Action Centre. The course will also provide you with a hands-on experience on how to connect, use and update devices, use File Explorer to manage files and folders, as well as navigate the internet using various browsers, including Internet Explorer and Microsoft Edge.

This course provides an advanced look at the Windows 10 operating system, which is a platform that builds on previous versions of Windows. In this latest version of Windows, earlier features and functionalities have been improved and new and exciting tools have been incorporated. In this course, students will learn about managing, maintaining, troubleshooting, and optimizing the Microsoft Windows 10 operating system.

The Introduction to Keyboarding course is designed for individuals who have no formal training in keyboarding. The objective is to teach students the skill of keyboarding – essential to the learning of other computer applications and workplace skills. The course begins with an overview of the basics of computer use. Students learn about the components of the computer and keyboard, as well as the seating, posture, and hand positioning necessary for efficient keyboarding.
The Keyboard Skill Building Level 1 course is designed for individuals who have basic keyboard proficiency, and wish to increase speed and dexterity. Each lesson increases key recognition and builds confidence using the keyboard, while improving speed and accuracy. Speed achieved depends on personal dexterity and time spent on practice lessons. Students who are not already familiar with the TypingTrainer software program are introduced to it. Typing Trainer helps students learn and improve skills using a variety of methods: graphical keyboard drills, speed drills, alphabet drills, word, phrase and sentence drills, and keyboarding Self-Tests. Upon completion of this course, students are expected to keyboard at minimum 25 words per minute.
The Microsoft Access Level 1 course teaches students the fundamentals of the Microsoft Access application. In this course, students examine database objects and learn to manage data in a database. They learn to sort and filter data, display and format data, and use simple queries to retrieve data. Students learn to create and modify databases and tables, and work with simple forms and reports.
In the Microsoft Excel Level 1 course, students learn to create and manage worksheets and workbook files; enter data and create basic formulas to perform calculations. They learn to edit and manipulate cell content, modify worksheet structure, view and format worksheets, and use Excel’s predefined functions. Students use the Find and Replace feature, use themes to format workbooks and practice preparing, previewing, and printing worksheets.
The Microsoft Excel Level 2 course teaches students intermediate to advanced-level concepts and features of the Microsoft Excel application. In this course, students learn to customize Microsoft Excel and streamline workflow by building upon the basic skills learned in the Microsoft Excel – Level 1 course. They learn to use named references, validate and consolidate data, use links and hyperlinks, and reference external data. Students learn to use cell comments, custom and conditional formatting, styles, and templates. They also practice working with graphics, charts, diagrams, and databases (lists).
In the Microsoft Outlook Level 1 course, students will learn how to use both the e-mail program and the personal information manager components of Microsoft Outlook. The skills learned in this course will help students use Microsoft Outlook effectively both at work and in your personal life.
The Microsoft Outlook Level 2 course builds on the basic concepts and features covered in the Level 1 course. In this course, students learn to customize Outlook, personalize and secure email messages, and organize and manage email effectively. Students learn to search, sort, filter and categorize e-mail messages. They learn to archive messages, and retrieve archived messages, create and manage rules, and customize message alerts. They also learn how to utilize Outlook to collaborate and share information with others.
In Microsoft Word Level 1 course, students learn to create, navigate, and organize documents and use the help functions. They learn to edit and manipulate text, view and format documents, and use Word’s predefined functions. Students use the Find and Replace feature, use proofing and language tools, create, format and modify tables, work with hyperlinks and cross references, and learn how to preview and print a document.
The Microsoft Word Level 2 course teaches students intermediate- to advanced-level concepts and features of the Microsoft Word application. In this course, students learn to customize Word and build upon the basic skills learned in the Word – Level 1 course. They learn how to increase their productivity and enhance their documents using some of Microsoft Word’s intermediate to advanced level features. They will be given ample opportunity to explore and practice these techniques throughout the course.
The Business Math course at Academy of Learning Career College is designed to introduce the basic mathematical skills needed to understand, analyse, and solve mathematical problems encountered in business and finance, and in investment decision making.  This course introduce students to helpful tools that will enable them to perform quick, easy, and accurate basic math functions such as addition, subtraction, multiplication, and division. They will also learn to round numbers, calculate percentages, fractions, and decimals, as well as calculate interest, payments on loans, net present values, and returns on investments. Finally, students will compare leasing and purchasing options, look at break-even points, explore statistical terminology, and calculate and display various statistics.
The Business Correspondence Level 1 course places emphasis on the acquisition of skills and style mechanics needed to produce personal and office correspondence. The parts of a business letter are examined in detail, as are the guidelines for organizing and writing a letter. Students will learn how to write neutral and inquiry letters, as well as positive and negative letters. Proper punctuation and word usage skills are also addressed. The latter part of the course deals with creating envelopes and labels using Microsoft Word, as well as writing and managing e-mail using Microsoft Outlook. Writing and creating memos, fax cover sheets, and forms using Microsoft Word templates are also covered.
The Grammar Essentials for Business Writing course provides students with a comprehensive review of grammar. This knowledge is necessary for an effective and professional image in the workplace. Poor grammar skills create a poor impression, and can result in lost opportunities in employment and in business. The course focuses on grammar, word usage, and punctuation, with an emphasis on common grammatical errors. This course is based on a Canadian perspective. Students are given the opportunity to practice, apply, and develop grammar skills through the completion of tasks and exercises found in each lesson.
The Telephone Communication Skills course at Academy of Learning Career College is designed to help people who are currently working or are planning to work in a call centre, increase their telephone communication skills. It covers many of the communication skills common to all communication mediums, including person-to-person and written communications, but focuses mainly on the skills and techniques unique to telephone communications.
This course builds on the knowledge and skills acquired in the previous call centre courses by exploring the concepts of team dynamics and personal development. In this course, students learn the skills they require to participate effectively in a variety of teams and deal with conflict within a team. Students also explore methods of decision making and problem solving in teams and investigate the subject of motivation within teams and themselves.
This course will teach students the fundamentals of customer service, and help them to develop core competencies for providing excellent customer service. Students learn the definition of customer service, who their customers are, and how to be customer service oriented through description and examples. They learn tips for managing time and stress, communicating effectively with customers, and managing customer relationships. The course highlights being prepared, and dealing professionally with customer conflicts and complaints. It identifies common pitfalls and explains how to avoid making them. It also emphasizes the importance of gathering and responding to customer feedback, and maintaining a professional image.
The Help Desk Analyst course is designed to prepare students for the help desk industry and focuses on essential skills, understanding the help desk environment and tools, and problem-solving techniques. The course examines the history and evolution of the support centre/help desk, the importance of staying current with industry development, and the human resource issues surrounding the help desk environment. Students learn the skills to effectively manage the various aspects of the support centre, the ability to
become creative in solving problems, and the basic anatomy of computers, networks, and system administration by understanding the role and responsibilities of the support analyst professional in the business environment.
The CompTIA A+ Certification 220-901 course is designed to prepare students for the CompTIA A+ 220-901 certification exam. The 220-901 certification exam is the first exam towards the CompTIA A+ Certification and tests knowledge of the fundamentals of computer technology, installation and configuration of PCs, laptops and related hardware, and basic networking.
The CompTIA A+ Certification 220-902 course is designed to prepare students for the CompTIA A+ 220-902 certification exam. The 220-902 certification exam is the second exam towards the CompTIA A+ Certification and focuses on the skills required to install and configure PC operating systems, as well as configuring common features (e.g. network connectivity and email) for mobile operating systems Android and Apple iOS.
The Microsoft Windows 7 Configuring course provides students with the knowledge and skills necessary to install, deploy, and upgrade to Windows 7, including ensuring hardware and software compatibility. Student will learn how to configure pre-installation and post-installation system settings, Windows security features, and mobile computing, as well as maintain systems, including monitoring for and resolving performance and reliability issues.
The Microsoft Windows 7 Enterprise Desktop Support Technician course provides students with the knowledge and skills necessary to manage, maintain, and troubleshoot Windows 7. Student will learn how to identify and resolve Windows 7 application issues, network connectivity issues, troubleshoot logon and resource access and encryption issues, as well as protect Windows 7 against malware and vulnerabilities.
Job Search and Résumé Writing provides students with both traditional and innovative job-search techniques and résumé writing skills required to gain employment in today’s competitive marketplace. The course combines theoretical, how-to information with hands-on practical applications. Students are required to draw on their own experiences to identify work preferences, accomplishments, technical and transferable skills, and to research, organize, and analyze information; and to apply their knowledge in a series of job search preparation and implementation tasks.
The course is designed to improve the student’s learning experience and prepare him or her for personal and professional growth and success. The focus is on increasing the student’s self-discipline and self-esteem. The positive concepts taught in this course are intended to unleash the student’s potential for growth and creativity, resulting in personal and professional development. Humor and practical examples are used to target the primary concerns of adult students.