Microsoft 70-272
Supporting Users and Trouble shooting Desktop Applications
on a Microsoft Windows XP Operating System

  1. Introduction to Desktop Support
    1. Overview of Corporate Environments
    2. Overview of Non-corporate Environments
    3. Supporting and Understanding the End User
  2. Resolving a Service Call
    1. Know What to Ask
    2. Determine a Solution
    3. Inform and Teach the End User
  3. Troubleshoot the Operating System
    1. The Taskbar and Start Menu
    2. Regional and Language Options
    3. Folder Settings
    4. File Associations
    5. Commonly Used Troubleshooting Tools
  4. Microsoft Office Outlook 2003 and Outlook Express
    1. POP3, SMTP, and IMAP E-Mail Accounts
    2. Joining a Newsgroup
    3. Maintaining Outlook
    4. Troubleshooting Outlook
    5. Troubleshooting Outlook Express
    6. Common End User Requests
  5. Configure Internet Explorer
    1. Personalizing Internet Explorer
    2. Maintaining Internet Explorer
    3. Troubleshooting Internet Explorer
  6. Install and Configure Office Applications
    1. Pre-installation Tasks
    2. Installation
    3. Personalizing Office Features
    4. Configuring Proofing Tools
  7. Trouble shoot Office Applications
    1. Word 2003
    2. Excel 2003
    3. PowerPoint 2003
    4. Troubleshooting Outlook Express
    5. Outlook 2003
    6. Reports and Updates
  8. Common Connectivity Problems
    1. Physical Connectivity
    2. Configured Network Connections
    3. Resolving Complex Name Resolution Problems
    4. Advanced Name Resolution Components
    5. Troubleshooting Internet Connection Sharing
    6. Handheld and Mobile Devices
  9. Security and Security Permissions
    1. Understanding Security Permissions
    2. Advanced Troubleshooting
    3. Understanding Local Security Settings
    4. Understanding Group Policies
  10. Protect the Computer
    1. Windows Update
    2. Internet Connection Firewall
    3. Troubleshooting Virus Attacks
    4. Using Microsoft Baseline Security Analyzer
  11. Trouble shooting Application Access on Multiuser, Multiboot, and Networked Computers
    1. Working with Multiuser Computers
    2. Working with Multiboot Computers
    3. Working with Networked Computers
  12. Microsoft Windows XP Service Pack 2

Microsoft Certified Desktop Support Technician

Exam MS 70-271

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