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Windows 10: Troubleshooting for IT Support

Traits of Enterprise desktop support

From the course: Windows 10: Troubleshooting for IT Support

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  • Course details

    Windows 10 is the most secure and reliable operating system ever from Microsoft. But when things go wrong, your users need your help to troubleshoot their issues. In this course, instructor Andrew Bettany provides a comprehensive guide to troubleshooting a range of Windows 10 issues commonly encountered by IT professionals—especially help desk professionals tasked with user support. Learn how to remotely help your users, troubleshoot hardware and software, and restore Windows 10 should you need to. You can discover how to resolve user account and permissions issues, and troubleshoot file access, networking and Wi-Fi problems, and Windows 10 startup issues. Plus, learn how to resolve app incompatibilities, diagnose and fix performance bottlenecks. Andrew wraps up the course with a look at essential maintenance tasks that will keep Windows 10 users from encountering problems in the first place.

    Instructor

    • Click here to view Andrew Bettany’s instructor page

      Andrew Bettany

      Azure Skills Lead for Higher Education, Microsoft UK. Specialist in Azure, Microsoft Teams, and Microsoft 365 training.

      Andrew Bettany is a trainer and author specializing in Microsoft technologies and social media strategy.

      Andrew focuses on cloud and mobility technologies, including Windows 10, Office 365, Microsoft Intune, and Microsoft Azure. He is a keen networker who is passionate about helping people—from young adults to apprentices and career changers—pursue and achieve their learning goals and gain certifications. For eight years, he managed and grew the IT Academy at the University of York, until deciding to focus more on other opportunities, consulting, authoring, and freelance training. He also sits on several company boards as a director and advises on business development and strategy.

    Skills covered in this course

  • Welcome

    - [Instructor] Not just anyone can provide desktop support within an enterprise. There are certain qualities that are needed by the members of your desktop support team in order to provide effective support. The most obvious one is technical knowledge. Desktop support technicians need to be adept at fixing problems with hardware and software, and also have a genuine interest in working with the technology, too. They should have a thirst to learn about new technology and be able to explain technical concepts to end users, who usually have little or no technical knowledge. In addition to the technical skills, they also need soft skills. This includes good customer service skills and a desire to want to help people. When an end user asks for help, they may be upset or stressed. For example, they may have deadlines to meet and their computer is blue-screening. You need to be sympathetic, empathetic, and remain calm and professional, whilst efficiently helping the user. Often, support…

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