Desktop Support

Fundamentals of Desktop Support:

Overview of desktop support roles and responsibilities.
Understanding hardware, operating systems, and software environments.
Basics of IT service management (ITSM) and support frameworks.
Operating System Installation and Maintenance:

Installing, configuring, and updating Windows, macOS, and Linux systems.
Disk management, system backups, and recovery techniques.
Troubleshooting OS-related issues.
Hardware Troubleshooting:

Identifying and resolving hardware problems (PCs, laptops, printers, and peripherals).
Replacing components like hard drives, RAM, and power supplies.
Diagnosing boot and startup issues.
Software and Application Support:

Installing and configuring common applications and productivity tools.
Troubleshooting application errors and performance issues.
Managing software updates and licensing.
Networking Basics for Desktop Support:

Understanding IP addressing, DNS, and DHCP.
Setting up wired and wireless connections.
Troubleshooting network connectivity issues.
User Account and Security Management:

Creating and managing user accounts in Active Directory.
Configuring user permissions and group policies.
Implementing basic security measures (password policies, antivirus, endpoint protection).
Customer Service Skills:

Communicating effectively with end-users.
Managing and prioritizing support tickets.
Handling difficult situations and escalations professionally.
Remote Support and Tools:

Using remote desktop and support tools to assist users.
Monitoring system performance and applying fixes remotely.
IT service desk best practices.