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Course Length: 2 days.   

Overview

This course provides students who are new to Microsoft Windows XP with the knowledge and skills necessary to troubleshoot basic problems end users will face related to configuring and maintaining applications such as Microsoft Office, Outlook Express, Internet Explorer and other applications that run on a Microsoft Windows XP Operating System. This is an introductory course designed to provide information on how to troubleshoot applications running on Microsoft Windows XP. This is the second course in the Microsoft Certified Desktop Support Technician curriculum.

Students will learn how to configure and troubleshoot applications, set application compatibility settings, troubleshoot application installation problems, configure and troubleshoot e-mail account configurations, configure and troubleshoot Internet Explorer, configure and troubleshoot Outlook Express, configure the operating system to support applications, configure and troubleshoot file system access and file permission problems on multi-boot computers, resolve issues related to usability of applications, manage Microsoft Outlook data, including configuring, importing, and exporting data, and fixing corrupted data. Resolve issues related to customizing Internet Explorer, resolve issues related to customizing Outlook Express, resolve issues related to customizing the operating system, configure and troubleshooting connectivity for applications, configure application security, identify and troubleshoot problems related to security permissions, answer end user questions related to application security settings.

Audience

This course is intended for new entrants and career changers new to the IT industry. They have experience using Microsoft Office and have basic Microsoft Windows navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills.

Outline

1. Introduction to Desktop Application Support
2. Introduction to Troubleshooting Applications
3. Supporting Microsoft Internet Explorer
4. Supporting Outlook Express
5. Supporting Microsoft Office
6. Supporting Microsoft Outlook

Prerequisites

Completion of (2261) Supporting Users Running the Microsoft Windows XP Operating System, experience using Microsoft Office as a general user and experience using a Microsoft Windows operating system such as Microsoft Windows XP.