Course Outline
Module 1: Advanced Support for Windows 11 and Operating Systems
- Windows 11 architecture in enterprise environments
- Advanced troubleshooting of boot and performance failures
- 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 configuration of user profiles and profile troubleshooting
- Sandbox lab: resolving critical operating system failures
Module 2: Hardware and Peripheral Integration in Hybrid Environments
- Troubleshooting complex local and network printing issues
- Integrating printers in hybrid scenarios (local/cloud)
- Resolving driver, print queue, and permissions issues
- Connectivity and troubleshooting with critical peripherals
- Practical scenarios: recurring hardware incidents for end-users
Module 3: Mastering Microsoft 365 and Outlook for Service Desk
- Microsoft 365 architecture focused on technical support
- Advanced troubleshooting of Outlook in the local client
- Recovery of corrupted PST/OST files
- Advanced migration and reconstruction of Outlook profiles
- Resolving synchronization issues with Exchange Online
- Identifying and resolving performance bottlenecks
- Sandbox lab: restoring and stabilizing Outlook environments
Module 4: Identity, Authentication, and Enterprise Applications
- Fundamentals of identity in modern environments
- Modern authentication and MFA: troubleshooting common loops and failures
- Resolving access issues with Microsoft 365 applications
- Analyzing 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 + communicative)
- Diagnosis, resolution, and communication of complex incidents
- Collaborative work under pressure
- Instructor feedback and best practices
Requirements
● Prior experience in Service Desk or Level 1/2 Technical Support ● Basic knowledge of Windows and Microsoft 365 ● No scripting or programming knowledge required.
Target Audience
- Service Desk Agents
- IT Support Technicians
- Level 2 Support Staff
- Support Analysts in corporate environments
