Help Desk Support Analyst
The Help Desk Support Analyst program at Academy of Learning Toronto provides students with the necessary skills 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 Analysts may encounter on the job when addressing customer requirements. This program prepares the student for several industry certifications including the CompTIA A+ Certification with IT Technician Designation and the Microsoft Certified Desktop Support Technician (MCDST) certification.
Career Opportunities
Graduates of this program are prepared for career opportunities with computer hardware manufacturers and retailers, software manufacturers, 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:
- Computer Help Desk Representative
- Help Desk Support Analyst
- Help Desk Technician
- Software Technical Support Analyst
- Systems Technical Support Analyst
- User Support Technician
Duties & Responsibilities
Individuals working in a Help Desk Support Analyst role provide first-line technical support to computer users experiencing difficulties with computer hardware, 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 experienced.
- Consulting user guides, technical manuals, and other documents to research and implement solutions.
- Providing advice and training to users in response to identified difficulties.
- Supporting users to install Windows desktop operating systems.
- Managing and troubleshooting access to computer resources.
