There was an error. Please try again.
This page is already listed in your guide. Please choose a different page to add.
Client Support Analyst, Computer Specialist, Customer Service Representative, Help Desk Support Analyst, Information Clerk, Information Technology Specialist, Network Support Specialist, Technical Support Analyst
In Canada, the federal government groups and organizes occupations based on a National Occupational Classification (NOC) system. This alis occupation may not reflect the entire NOC group it is part of. Data for the NOC group can apply across multiple occupations.
The NOC system is updated every 5 years to reflect changes in the labour market. Government forms and labour market data may group and refer to an occupation differently, depending on the system used.
Here is how this occupation has been classified over time.
2006 NOC
2006 NOC-S
2011 NOC
2016 NOC
2021 NOC
2023 OaSIS
This job is growing and changing with technology. Duties vary but, in general, customer support analysts:
They also may:
Solving users’ problems is a big part of the job. To solve problems, they:
Customer support analysts must keep their knowledge and skills up to date. To do so, they work with other experts, read manuals and trade magazines, and go to trade shows and workshops.
Customer support analysts usually specialize. They may focus on certain types of computers or software. They could also focus on certain types of problems. For more information, see the Information Systems Consultant occupational profile.
Customer support analysts work in offices and remotely from home. They may work standard office hours or shifts. Shifts can include evening and weekend hours. They sometimes need to be on call. They may need to work overtime to meet deadlines or solve problems.
Their need to travel may depend on where users are based. Analysts who install hardware may need to lift heavy computer parts.
In Alberta, this occupation is part of 1 or more 2006 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
Interest in compiling information from user guides, technical manuals and other documents to research and implement solutions; and in collecting, organizing and maintaining problems and solution logs for use by other technical support analysts
Interest in assisting computer users by assessing and responding to their technical difficulties; may supervise other technical support workers
Interest in precision working to provide first-line technical support and advice to computer users
To identify or change your interest codes, complete the Interests Exercise in CAREERinsite.
The interest code helps you figure out if you’d like to work in a particular occupation.
It’s based on the Canadian Work Preference Inventory (CWPI), which measures 5 occupational interests: Directive, Innovative, Methodical, Objective, and Social.
Each set of 3 interest codes for this NOC group is listed in order of importance.
A code in capital letters means it’s a strong fit for the occupation.
A code in all lowercase letters means the fit is weaker.
To fill in or change the values for your abilities, complete the Abilities Exercise in CAREERinsite.
A Quick Guide
You are born with abilities that help you process certain types of information and turn it into action. These abilities influence which skills you can learn more easily.
The abilities or aptitudes shown for this NOC group come from the General Aptitude Test Battery (GATB). The GATB measures 9 aptitudes. It groups them into 3 categories: mental, visual, and physical.
The abilities scores range from 1 to 5, with 5 being stronger.
Customer support analysts need:
Customer support analysts should enjoy technology. They should also enjoy analyzing problems and finding creative solutions. They should enjoy taking an ordered approach to work. Their work requires precision.
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
This chart shows which job skills are currently in highest demand for this occupational group. It was created using this occupation's 131 most recent Alberta job postings, collected between Mar 31, 2024 and May 01, 2024.
Review these skills to learn:
| Tasks: Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced | 127 |
|---|---|
| Tasks: Consult user guides, technical manuals and other documents to research and implement solutions | 122 |
| Tasks: Provide business systems, network and Internet support to users in response to identified difficulties | 121 |
| Tasks: Provide advice and training to users in response to identified difficulties | 121 |
| Tasks: Collect, organize and maintain a problems and solutions log for use by other technical support analysts | 117 |
| Experience: 1 year to less than 2 years | 83 |
| Tasks: Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software | 82 |
| Tasks: Participate in the redesign of applications and other software | 66 |
| Tasks: Supervise other technical support workers in this group | 64 |
| Attention to detail | 60 |
Most customer support analysts complete post-secondary education in computer science or a related field. Options include:
These programs are offered by:
For related programs, see the Computer Network Administrator and Computer Programmer occupational profiles. After completing a program, they must continue taking courses to stay current.
Before enrolling in a program, people thinking about this job should:
The following schools offer programs or courses that are related to this occupation but are not required to enter the field.
To expand or narrow your search for programs related to this occupation, visit Post-Secondary Programs.
Completing a program does not guarantee entrance into an occupation. Before enrolling in an education program, prospective students should look into various sources for education options and employment possibilities. For example, contact associations and employers in this field.
Certain professional titles or duties within this occupation are protected by provincial legislation. Requirements vary if you use these titles or perform these duties.
The related legislation is shown below. If there are multiple related legislations, select a certification heading to learn about each one.
Information systems professionals investigate, analyze, design, develop, or manage information systems based on computer and related technologies. They do so objectively applying specialized knowledge and professional judgement.
Information Systems Professional is a protected title under Alberta’s Professional and Occupational Associations Registration Act [pdf]. This means that to call yourself an Information Systems Professional or use the I.S.P. designation, you must be a registered member of the Canadian Information Processing Society of Alberta (CIPS Alberta).
You do not have to be registered if you do not call yourself an Information Systems Professional.
For information on what you need and other details, visit the certification profile Information Systems Professional.
Depending on the job, employers may require applicants to be certified in areas such as:
Source: 2019-2023 Alberta Regional Occupational Demand Outlook
Customer support analysts work for:
In some places, customer support analysts are the first tier in a 2- or 3-tier support system. They provide the first response to customers. They send problems that need greater expertise to technical support analysts.
Customer support analysts may advance to positions such as:
They may move into related positions, such as:
A person with the right qualifications could become:
This section shows the industries where the majority of people in this occupation work. The data is based on the 2016 Census.
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups.
In the 2282: User support technicians occupational group, 76.5% of people work in:
Employment outlook is influenced by a wide variety of factors including:
In Alberta, the 2282: User support technicians occupational group is expected to have an above-average annual growth of 2% from 2019 to 2023. In addition to job openings created by employment turnover, 173 new positions are forecasted to be created within this occupational group each year.
Note
NOC groups often include several related occupations. Although there is labour market data for the larger NOC group, this occupation makes up only a part of that group. It means data for this occupation may be different than the data shown. For example, only some of the new positions to be created will be for this occupation. It also applies to other data for the NOC group such as number of people employed.
Source: 2019-2023 Alberta Regional Occupational Demand Outlook
Employment turnover is expected to increase as members of the baby boom generation retire over the next few years.
Salaries for customer support analysts depend on their qualifications and responsibilities.
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
Unless otherwise noted, the data shown here is for all industries and all regions in Alberta.
All wage estimates are hourly except where otherwise indicated. Wages and salaries do not include overtime hours, tips, benefits, profit shares, bonuses (unrelated to production), and other forms of compensation.
To see the full survey data for this NOC group, visit the wage profile.
Other wage sources
To make an informed wage and salary decision, research other wage sources [pdf] to supplement this data.
High Reliability, represents a CV of less than or equal to 6.00% and 30 survey observations and/or represents 50% or more of all estimated employment for the occupation.
| Wages* | Low (5th percentile) | High (95th percentile) | Average | Median |
|---|---|---|---|---|
| Starting | $19.23 | $38.53 | $26.57 | $25.80 |
| Overall | $20.87 | $49.76 | $31.57 | $29.67 |
| Top | $28.15 | $60.02 | $37.58 | $33.50 |
Swipe left and right to view all data. Scroll left and right to view all data.
* All wage estimates are hourly except where otherwise indicated. Wages and salaries do not include overtime hours, tips, benefits, profit shares, bonuses (unrelated to production) and other forms of compensation.
Pay brackets for hourly wages
| ALL INDUSTRIES | $63,163 |
|---|---|
| Oil & Gas Extraction | $78,868 |
| Construction | $68,661 |
| Manufacturing | $65,516 |
| Wholesale Trade | $67,882 |
| Transportation and Warehousing | $83,112 |
| Information, Culture, Recreation | $81,752 |
| Finance, Insurance, Real Estate, Leasing | $70,294 |
| Professional, Scientific & Technical Services | $54,777 |
| Educational Services | $57,169 |
| Health Care & Social Assistance | $64,473 |
| Other Services (Repair, Personal Services and Related) | $65,909 |
| Public Administration | $79,450 |
Canadian Information Processing Society (CIPS) of Alberta website: ab.cips.ca
Information and Communications Technology Council (ICTC) website: www.ictc-ctic.ca
Get information and referrals about career, education, and employment options from Alberta Supports.
Updated Mar 31, 2022. The information contained in this profile is current as of the dates shown. Salary, employment outlook, and educational program information may change without notice. It is advised that you confirm this information before making any career decisions.
