Course Introduction

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. Students are given ample opportunity to practice, apply, and develop their help desk knowledge and skills through the completion of hands-on tasks and exercises found throughout the lessons.

Course Prerequisites

Internet Fundamentals and Customer Service.

Course Notes

Course manual provided for on-going reference. There is a final exam upon completion of the course. Participants who receive 75% or higher on their exam will receive a certificate.

Course Breakdown

Lesson 1: The Support Industry, its History, and its Role Today; The Support Analyst

Lesson 2: Communication Skills; Customer Service

Lesson 3: Human Resource Issues; Workplace Ethics; The Importance of Teamwork

Lesson 4: Basic Computer Systems; Computer Networks; Common Help Desk Tools; Self-Help Technology; Alternative Support Methods; System Administration

Lesson 5: Creatively Solving Problems; Process Management

Lab Exercise