Professional Service Desk: Support, Communication, and Resolution Training Course

Module 1: Advanced Support for Windows 11 and Operating Systems
- Windows 11 architecture in enterprise environments
- Advanced diagnosis of boot and performance issues
- In-depth analysis of deployment errors with Windows Autopilot
- Firmware (UEFI/BIOS) and driver management and troubleshooting
- Advanced use of Event Viewer and system log analysis
- Operating system optimization for corporate productivity
- Advanced user profile configuration and profile issue resolution
- Sandbox lab: resolving critical operating system failures

Module 2: Hardware and Peripheral Integration in Hybrid Environments
- Diagnosis of complex local and network printing issues
- Printer integration in hybrid scenarios (on-premise/cloud)
- Troubleshooting drivers, print queues, and permissions
- Connectivity and fault resolution with critical peripherals
- Practical scenarios: recurring hardware incidents for end users

Module 3: Mastering Microsoft 365 and Outlook for Service Desk
- Microsoft 365 architecture tailored for technical support
- Advanced Outlook diagnosis in local client environments
- Recovery of damaged PST/OST files
- Advanced migration and reconstruction of Outlook profiles
- Troubleshooting synchronization issues with Exchange Online
- Identification and resolution of performance bottlenecks
- Sandbox lab: restoration and stabilization of Outlook environments

Module 4: Identity, Authentication, and Enterprise Applications
- Fundamentals of identity in modern environments
- Modern authentication and MFA: diagnosing loops and common failures
- Troubleshooting access issues to Microsoft 365 applications
- Analysis of session, token, and credential errors
- Practical scenario: user locked out during a critical authentication incident

Module 5: Soft Skills for Service Desk Excellence
- Effective technical communication for non-technical users
- Techniques for translating complex issues into clear messages
- Managing frustrated users and high-pressure situations
- De-escalation techniques during critical incidents
- Professional management of user expectations
- Role-play: handling high-priority incidents with a human-centered approach
 

Module 6: Comprehensive Service Desk Incident Simulation
- End-to-end scenarios (technical + communication)
- Diagnosis, resolution, and communication of complex incidents
- Collaborative work under pressure
- Instructor feedback and best practices