Description
Introduction:
This training provides a strong foundation in desktop support by covering essential hardware, software, and troubleshooting skills. Participants will learn how to diagnose issues, configure systems, support end users, and maintain reliable desktop environments across a modern IT infrastructure.
Prerequisites:
Basic computer usage knowledge
Familiarity with Windows operating system
Understanding of common IT terminology
Interest in helpdesk or technical support roles
Table of Contents:
1. Introduction to Desktop Support
1.1 Role of Desktop Support in Modern IT
1.2 Levels of Support: L1, L2, L3 Overview
1.3 Understanding SLAs, OLAs & Response Priorities
1.4 Overview of ITSM and Helpdesk Tools (JIRA, ServiceNow, Freshservice)
2. Hardware Essentials
2.1 Internal Components: CPU, RAM, ROM, Storage Types (HDD/SSD/NVMe)
2.2 Motherboard Types, Chipsets & Expansion Slots
2.3 Power Supply, UPS & Voltage Stability
2.4 Configuring BIOS/UEFI Settings
2.5 Laptop vs Desktop Hardware Differences
2.6 Hardware Compatibility & Upgrades
2.7 Hardware Diagnostics Tools (POST, Vendor Tools)
2.8 Handling, Replacing & Testing Components
3. Peripheral Devices & External Components
3.1 Printers (Inkjet, Laser), Setup & Troubleshooting
3.2 Monitors & Display Settings (Refresh Rate, Resolution)
3.3 Keyboards, Mice, Webcams, Docking Stations
3.4 USB Devices & Driver Conflicts
3.5 Bluetooth & Wireless Device Issues
4. Operating System & Software Support
4.1 Windows OS Installation (Manual & Image-Based)
4.2 User Accounts: Local, Domain, Azure AD
4.3 File Systems (NTFS, FAT32, exFAT)
4.4 System Security: Firewalls, User Permissions, UAC
4.5 Disk Management, Backups & Restore Points
4.6 Application Installation, Updates & Rollbacks
4.7 License Management (OEM vs Retail vs Volume)
4.8 OS Recovery Tools & Safe Mode Operations
5. Networking Basics for Support Technicians
5.1 Basics of Network Topology & Devices (Switch, Router, Firewall)
5.2 IPv4/IPv6 Fundamentals & Subnetting Basics
5.3 Network Connectivity Troubleshooting (Ping, Traceroute)
5.4 DNS, DHCP & Common Network Issues
5.5 Wi-Fi Setup, Security & Troubleshooting
5.6 Mapping Network Drives & Accessing Shared Resources
5.7 Printer Network Configuration & Issues
6. Troubleshooting Techniques & Tools
6.1 Systematic Troubleshooting Models (ITIL, 7-Step Model)
6.2 Identifying Hardware vs Software Issues
6.3 Common Desktop Issues & Fixes (Boot Issues, Slow System, Crashes)
6.4 Performance Optimization & Cleanup Tools
6.5 Event Viewer, Task Manager & System Logs
6.6 Remote Support Tools (RDP, TeamViewer, AnyDesk)
6.7 Backup & Recovery Troubleshooting
7. Security & Compliance Essentials
7.1 Basic Cybersecurity Awareness for Support Teams
7.2 Antivirus, Anti-Malware Tools & Threat Handling
7.3 Patch Management & Update Policies
7.4 Data Protection, Secure Storage & Encryption Basics
7.5 Handling Sensitive Information & Access Control
8. Customer Service in Desktop Support
8.1 Effective Communication & User Handling
8.2 Incident Documentation & Ticket Updates
8.3 Managing User Expectations
8.4 De-escalation & Handling Difficult Users
8.5 Professional Etiquette for Onsite & Remote Support
9. Best Practices & Practical Scenarios
9.1 Preventive Maintenance Techniques
9.2 Safety Measures & ESD Precautions
9.3 Standard Operating Procedures (SOPs)
9.4 Real-World Troubleshooting Scenarios
9.5 Mock Sessions, Hands-On Labs & Use Cases
This course equips learners with the core skills needed to support desktops effectively in any organization. By the end of the training, participants will confidently resolve hardware and software issues and deliver professional IT support.
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