What You'll Learn

When you complete this course, you will have learnt how to do the following effectively: 

• Describe the role and key skills of a desktop support technician (DST) and the different environments they work in.
• Describe the concepts of user accounts, user profiles and user rights, and identify and resolve logon issues.
• Identify and resolve system configuration and security issues.
• Identify and resolve network connectivity issues.
• Identify and resolve hardware issues.
• Identify and resolve file and folder issues.
• Identify and resolve print issues.

For more information, or to book a place, please call us on +44 (0) 117 230 9689, start a LiveChat or email us at info@retendotraining.com.

How It Works

Retendo students are more successful at work and easily gain Microsoft certifications

Retendo training programmes are delivered in bite-sized chunks, with an emphasis on practice over theory, and progressing at a pace that suits the individual.

Our courses are split into modules. Each module begins with a live instructor-led class, delivered online by a skilled Microsoft Certified Trainer. The online classes are followed by self-paced study. Learners expand their knowledge using Microsoft Premium e-learning, Microsoft Press Books and online reference material and then apply what they have learnt using practice labs. The module is completed with a short assessment.
Each module includes approximately four hours of study and feedback: a two hour live class and two hours of self study.

Retendo programmes are spread over a number of weeks, with two course modules per week. This ensures that learners have the time required to thoroughly understand each topic. More importantly, they can practice and develop the real-world skills that they require to be good at their job.

Live instructor-led classes

Our instructor-led courses do not require a physical classroom. Instead highly interactive, live, synchronous sessions are delivered online by a Microsoft Certified Trainer. Each session is delivered through a virtual classroom using Webex. Students can see and hear the instructor and speak with others on the course. The audio is delivered using Voice over IP (VoIP) technology so there are no additional telephone charges, students simply need to plug a headset into their computer.

Each live instructor class lasts a maximum of two hours. They are highly interactive: students will learn theories, see live technology demonstrations, carry out group and individual tasks and participate in quizzes and polls. The learning is broken down into short sections, and with the student kit to hand, students can concentrate on participating in the class rather than taking notes.

Self-paced study

After each instructor session, learners will need to complete a couple of hours of self paced study. The aim is to build upon the knowledge gained within the class. Typically, this includes e-Learning and reading from the student manual or online reference sites.

Microsoft Premium e-Learning is high quality electronic material which includes animations, assessments and hands-on interactive learning. The materials are accessed over the internet.
The course manual is posted to each student before the course begins.

Practice labs

Our practical exercises are accessed via the internet. Students use live systems which are hosted in a virtual environment, so they can practice without impacting their own live systems. The exercises take the students through real world scenarios. Students have 90 days access to the labs so they can practice as many times as they like before applying their new skills in the real world.

Assessment and feedback

At the end of each module the students complete a short assessment. This enables the instructor to see how they are progressing. The instructor provides feedback on the results and additional help where it’s required.

The Retendo Learning Portal

The training programme is coordinated via a secure website called the Retendo Learning Portal. This can be accessed from any computer with a broadband connection.
To access the live classes, self-paced study materials and assessments, students simply login to the Retendo Learning Portal. Students can communicate with the instructor and their classmates at any time via the Retendo Learning Portal.

With Retendo, learning doesn’t stop at the end of the programme. Students can access the materials, via the Retendo Learning Portal, for 90 days. This includes recordings of the live online classes and access to the practice labs. So it’s easy to revise for exams or practice an implementation one last time before having a go on the live system.

For more information, or to book a place, please call us on +44 (0) 117 230 9689, start a LiveChat or email us at info@retendotraining.com.

Course Outline

Module 1.1: The Desktop Support Technician Role and Environment, and Resolving User Account and Logon Issues

This introductory module describes the role and key skills of a desktop support technician (DST) and the role of a DST within Microsoft Operations Framework (MOF). It discusses the end-user support environment and the corporate support environment in which DSTs work and the skills required to successfully interact with users.

Furthermore, this module introduces the Microsoft Windows XP Professional and Microsoft Windows XP Home Edition desktop operating systems and describes the concepts of domains and workgroups. This module describes the concepts of user accounts, user profiles, and user rights and explains how to help users resolve common logon issues.

Lessons:

• Examining the Desktop Support Technician Role
• Examining the Desktop Support Environment
• Interacting with Users
• Desktop Operating System Concepts
• User Account Concepts
• Troubleshooting User Logon Issues.

Labs:

• Resolving User Account and Logon Issues.

After completing this module, you will be able to describe the following:

• Describe the role and general responsibilities of a DST
• Describe the Microsoft Operations Framework (MOF) and the role of the DST within MOF
• Successfully interact with users
• Understand the basic concepts necessary for resolving desktop operating system issues in the Windows XP Professional and Windows XP Home Edition environments
• Understand the basic concepts of user accounts, user profiles, and user rights
• Troubleshoot user logon issues.

Module 1.2: Resolving System Configuration and Security Issues

This module provides information about how to help users resolve system configuration issues, system security issues, and system performance–related issues. After completing this module, you will be able to troubleshoot these areas of desktop management.

Lessons:

• Troubleshooting System Configuration Issues
• Troubleshooting Security Issues
• Troubleshooting System Performance

Labs:

• Resolving System Configuration and Security Issues

After completing this module, you will be able to:

• Troubleshoot system configuration issues
• Troubleshoot security issues.
• Troubleshoot system performance.

Module 2.1: Resolving Network Connectivity Issues

This module discusses how to help users manage computer addressing and name resolution and how to assist customers in properly configuring remote connections. After completing this module, you will be able to troubleshoot problems with network connections, networking protocols, and the way in which computers are addressed.

Lessons:

• Managing Computer Addressing Issues
• Troubleshooting Name Resolution Issues
• Troubleshooting Remote Network Connectivity Issues
• Troubleshooting Computers by Using Remote Connection Tools

Labs:

• Resolving Network Connectivity Issues

After completing this module, you will be able to:

• Manage computer addressing issues
• Troubleshoot name resolution issues
• Troubleshoot remote network connectivity issues
• Troubleshoot computers by using remote connection tools.

Module 2.2: Resolving Hardware Issues

This module discusses issues that occur with different hardware components and configurations and with device drivers. After completing this module, you will be able to troubleshoot storage devices, display devices, input/output (I/O) devices, and power configurations.

Lessons:

• Managing Drivers
• Troubleshooting Drivers by Using Safe Mode
• Troubleshooting Storage Devices
• Troubleshooting Display Devices
• Troubleshooting I/O Devices
• Troubleshooting ACPI

Labs:

• Resolving Hardware Issues

After completing this module, you will be able to:

• Manage drivers
• Troubleshoot drivers by using Safe Mode
• Troubleshoot storage devices
• Troubleshoot display devices
• Troubleshoot I/O devices
• Troubleshoot ACPI issues.

Module 3.1: Resolving File, Folder and Printer Issues

This module describes how to support users who are attempting to perform file and folder management tasks, such as compressing files, enabling and disabling encryption, verifying permissions, or specifying access to files and folders. After completing this module, you will be able to troubleshoot file and folder issues whether they occur locally or across a network.

This module also explains how to troubleshoot printer installations, printer drivers, and issues that are related to print jobs. After completing this module, you will be able to troubleshoot print issues.

Lessons:

• Managing Files and Folders
• Troubleshooting Access to Files and Folders
• Troubleshooting Access to Shared Files and Folders
• Troubleshooting Access to Offline Files
• Installing Local and Network Printers
• Troubleshooting Printer Drivers
• Troubleshooting Printers and Print Jobs

Labs:

• Resolving File and Folder Issues
• Resolving Printer Issues

After completing this module, you will be able to:

• Manage files and folders
• Troubleshoot access to files and folders
• Troubleshoot access to shared files and folders
• Troubleshoot access to offline files
• Install local and network printers
• Troubleshoot issues with printer drivers
• Troubleshoot issues with printers and print jobs.

 Module 3.2: Resolving Startup Issues

This module discusses the computer boot process and why DSTs must be able to understand the components of the boot process for Microsoft Windows XP Professional and the tools available to troubleshoot startup issues. This understanding will enable them to address problems when a computer will not start properly. After completing this module, you will be able to troubleshoot the boot process.

Lessons:

• Overview of the Windows XP Boot Process
• Troubleshooting the Boot Process

Labs:

• Resolving Startup Issues

After completing this module, you will be able to:

• Describe the Windows XP boot process and how it works.
• Troubleshoot the boot process.

For more information, or to book a place, please call us on +44 (0) 117 230 9689, start a LiveChat or email us at info@retendotraining.com.

Getting Certified

The content of this course is used within the Retendo MCDST Live Online Learning Certification Programme.

Our MCDST Live Online Learning Certification Programme is designed for individuals who require the skills to successfully support end users and to successfully troubleshoot desktop environments running on the Microsoft Windows operating system. 

The MCDST certification covers the skills of help desk technician, customer support representative, PC support specialist, technical support representative, and technical support specialists as defined by the National Workforce Center for Emerging Technologies Skill Standards for Information Technology and other research worldwide.

To gain the MCDST certificate you need to pass two core Microsoft exams: 70-271 and 70-272.

Our MCDST Live Online Learning Certification Programme prepares you fully for both exams and covers the content detailed in courses 2261 and 2262 Supporting Users Running Applications on Microsoft Windows XP.

For more information, or to book a place, please call us on +44 (0) 117 230 9689, start a LiveChat or email us at info@retendotraining.com.

Is This Course Right For You?

This course is ideal if you have little or no job experience in the IT industry. You should have some experience working with Windows desktop systems which is equivalent to being A+ certified, or have equivalent knowledge.

One of these descriptions might describe you:

• A new entrant to the IT field
• You want to change career to the IT field
• You are an academic student looking to become qualified in Microsoft technology.

When you complete the course, you will typically enter a career in the IT industry performing in two different capacities:

1. Support end users who run Windows 2000 Professional or Windows XP Professional in a corporate environment or;
2. Support end users who run Windows XP Home Edition in a home environment.

It is very important that you come on this course fully prepared. If you have all of these prerequisite skills you will spend the time learning essential skills in Microsoft technologies. If you are not fully prepared, you are highly likely to struggle during the course.

By fully prepared, we mean that you know how to do the following at the very least:

• Basic experience of a Microsoft Windows operating system such as Microsoft Windows XP
• Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Microsoft Internet Explorer
• Basic understanding of core operating system technologies, including installation and configuration
• Basic understanding of hardware components and their functions
• Basic understanding of the major desktop components and interfaces and their functions
• Basic understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) settings
• Basic experience of command-line utilities for managing the operating system
• Basic understanding of technologies that are available for establishing Internet connectivity.

For more information, or to book a place, please call us on +44 (0) 117 230 9689, start a LiveChat or email us at info@retendotraining.com.

Ask Us A Question

Live Chat

Why not ask one of our knowledgeable team to answer your question using our Live Chat?

Call Us

Our team are also on standby to answer your questions over the phone. Just call 0117 230 9689 now!