Retired 31 June 2018. Supporting Users Running the Microsoft® Windows® XP Operating System



This three-day instructor-led course provides students with the knowledge and skills to troubleshoot and escalate or repair problems with Windows desktop operating systems by reacting to incident requests from end users.
This course will provide the basic knowledge of system architecture and security needed to provide the students with the requisite skills required to support end users and adhere to ITIL/MOF foundational operations.



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.


After completing this course, students will be able to:

  • Describe the role and key skills of a desktop support technician (DST) and the different environments they work in.
  • Describe the concepts of user accounts, user profiles and user rights, and identify and resolve logon issues.
  • Identify and resolve system configuration and security issues.
  • Identify and resolve network connectivity issues.
  • Identify and resolve hardware issues.
  • Identify and resolve file and folder issues.
  • Identify and resolve print issues.
  • Identify and resolve startup issues.



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