This two-day instructor led course is to provide individuals 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.

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.

Delegates should have:

Attended Course 2261: Supporting Users Running the Microsoft Windows XP Operating System or
Experience using Microsoft Office as a general use and
Experience using a Microsoft Windows operating system such as Microsoft Windows XP

Module 1: Introduction to Supporting Users Running Applications on Windows XP

Module 2: Troubleshooting Desktop Application Support Issues

Module 3: Troubleshooting Issues Related to Internet Explorer

Module 4: Troubleshooting Issues Related to Outlook

Module 5: Troubleshooting Issues Related to Office

Module 6: Troubleshooting Issues Related to Outlook Express

Delegates will learn how to:

Configure and troubleshoot applications
Troubleshoot application installation problems
Configure and troubleshoot e-mail account configurations
Configure and troubleshoot Internet Explorer
Configure the operating system to support applications
Manage Microsoft Outlook data, including configuring, importing, and exporting data, and fixing corrupted data
Resolve issues related to customizing Outlook Express
Resolve issues related to customizing the operating system
Configure and troubleshooting connectivity for applications
Configure application security
Troubleshoot the TCP/IP protocol
Set application compatibility settings
Configure and troubleshoot Outlook Express
Configure and troubleshoot file system access and file permission problems on multi-boot computers
Resolve issues related to usability of applications.
Resolve issues related to customizing Internet Explorer
Identify and troubleshoot problems related to security permissions
Answer end user questions related to application security settings