Become a Certified Help Desk Analyst

Help desk analysts are on the frontline of providing remote support. If you want to join one of the fastest growing remote industries, this 100% online course will train you for a career as a help desk analyst. Key topics include telecommunication, support software and more.

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Job Outlook for Help Desk Analysts

  • According to the US Bureau of Labor Statistics (BLS), IT user support specialists, also known as help desk analysts, make a median annual wage of $50,000.
  • The BLS also found that the demand for IT user support roles is projected to grow by 12% over the next five years.

Help Desk Analyst Frequently Asked Questions (FAQs)

What Do Help Desk Analysts Do?

A help desk analyst (or technician) is an IT user support professional who helps users resolve issues with computer hardware or software. Often working remotely, they will respond to user inquiries about hardware or software issues, assess the situation and help resolve the issue. Many times, help desk analysts will use screen sharing software or remote access software to work through the user’s problem in real time.

Are Help Desk Analysts in Demand?

Yes. As more companies are going fully remote, the need for IT use support will only grow. In fact, many employees say the biggest challenges of working remote is setting up or troubleshooting software issues without an on-site IT support professional.

Do Help Desk Analysts Need Certification?

While not a prerequisite to getting a job, many organizations want certified or trained help desk analysts. Certification demonstrates a baseline understanding of IT user support, computer software and customer service. This course will prepare you to become a Certified Support Performance Tier-1 Support Specialist (SPC-T1SS).

Course Objectives

  • Understand how to make any customer interaction positive and effective
  • Learn problem solving techniques that can be implemented while working
  • Assess your role in the industry and future opportunities for advancement

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Prerequisites and Requirements

There are no prerequisites to take this course.


Communication Skills

Receive an introduction to the support industry. Discuss job opportunities, and work to understand customer satisfaction and best practices for telephone communication skills.

Ethics and Issues

Learn about human resource-related issues in the customer support world. Learn how to act assertively when dealing with customers while retaining a professional demeanor. You'll also discuss ethics in the workplace and best team building practices.

Tools and Technologies

Understand the software and tools needed to stay current in the industry. You'll cover the technologies most often used at support centers and an overview of network administration.

Problem Solving

Master the best ways to recover from an issue on the job. This section of the course will examine disaster recovery procedures, creative problem solving, and support processes.

Exam Preparation

Review the material that's been previously covered in the course in preparation for your final qualifying exam.

Performance Outcome Assignment

Complete the course by displaying competency development while using T1SS Competency Model. You'll also complete a scheduled iterative performance evaluation.



Eric Svendsen

Eric Svendsen, Ph.D., is CEO of SCInc. He developed seminars and course materials for the first industry-accredited help desk certification. He has also consulting for hundreds of organizations. Svendsen is the author of several books, including Presentation Skills and Accelerated Learning Techniques for Computer Trainers and he regularly contributes to industry publications like Support Solutions magazine and LifeRaft magazine. More recently, he contributed to A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition.

Registration and Enrollment

This course is 100% online. Start anytime.

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