The Help Desk Support Analyst Diploma is designed to provide 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 communication 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 inquires. This program prepares the student for several industry certifications. These are: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), and the Help Desk Analyst (HDA) certifications.

Graduates of this program will find career opportunities with computer hardware manufacturers and retailers, software manufacturers, within 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:

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

Competencies Upon Completion

Core Courses

• PC Troubleshooting - Introduction to Computer Hardware (A+); Introduction to Operating System Technologies (A+); Hardware and Operating System Simulation (A+) or Exam Prep Labs
• Microsoft Certification Preparation - Supporting Users, Running the Microsoft Windows XP Operating System; Supporting Users Running Application on a Microsoft Windows XP Operating System
• Business Skills - Completion of Business Writing Essentials, Business Correspondence Level 1, Business Math, and Customer Service
• Office Skills - Completion of Outlook Level 2
• Employability Skills - Job Search/Resume Writing and Employment Success Strategies
• Help Desk and Call Centre Courses - Telephone Communication Skills, Call Centre Team Dynamics and Personal Development

Elective Courses

Students must complete a maximum of 2 credits from the following:

• Keyboarding
• Office Skills
• Word Processing
• Spreadsheets
• Graphics/Presentation
• Operating Systems
• Business Skills

Optional

Thought Patterns for a Successful Career

Click here to see more programs offered at the Academy of Learning, Vancouver Broadway Station campus

For more detailed information, we'd be happy to meet with you to discuss courses, hours, tuition, and benefits.

Should you wish to call, our number is (604) 876-8600 and the website for this campus is www.academyvancouver.com

We look forward to providing you with the information you require.