You are a desktop support technician for your company. All client computers run Windows XP Professional with Service Pack 2 (SP2) and run an antivirus application.

A user reports that she received an e-mail message from the company??s IT department stating that she needs to apply the most current Windows security patches to her computer. The user works from home and has a broadband connection to the Internet.

You need to ensure that the user applies the most current Windows security patches to her computer. You instruct the user to log on to her computer as an administrator.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Office 2003. A user in the company connects a printer to his computer and shares it with other network users.
The user reports that the other network users can see the printer in a list of available printers on the network, but they cannot print to it.

You need to ensure that network users can print to the printer.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional. All users use Microsoft Internet Explorer as their Web browser.

A user reports that her favorite Web sites are too difficult to locate. The user recently added several hundred sites to her Favorites list in Internet Explorer.

You need to help the user arrange her Favorites list.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Outlook Express. A user reports that he wants to import contacts from his home computer to Outlook Express on his work computer. The user states that he has a copy of the Windows address book file from his home computer that he has brought to the office.

You need to ensure that the user can import the contacts from his home computer to Outlook Express on his work computer.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional. All users use Microsoft Internet Explorer as their Web browser.

A user reports that she recently made several changes in Internet Explorer. Now, every Web site she visits displays Web page text in Times New Roman font. The user wants Internet Explorer to display text by using its default configuration.

You need to ensure that Internet Explorer displays text on Web pages by using its default configuration.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Office XP.
A user reports that when he opens a Microsoft Word document, Word does not display a toolbar that contains the Insert Comment button.

You need to ensure that the appropriate toolbar is displayed when the user runs Word on his computer.

What should you instruct the user to do?

You are a desktop support technician for your company.

A customer running Windows XP Home Edition and Microsoft Outlook Express reports that he cannot compose an e-mail message by using the Korean character set. You verify that the computer has the Korean language pack installed. However, he still cannot type Korean characters.

You need to ensure that the customer can type Korean characters.

What should you instruct the customer to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional and Microsoft Office XP.

A user reports that at times his taskbar is not visible. No other users report any problems with their taskbar.

You need to ensure that the taskbar is visible at all times on the user’s computer.

What should you instruct the user to do?

You are a desktop support technician for your company. All client computers run Windows XP Professional. Users store files on drive D of their computers and back up files daily to a network file server.

A user reports that he is having trouble moving files from one folder to another. You discover that he is attempting to move files from a child folder to a parent folder. When he double-clicks the parent folder to view its contents, the child folder appears instead. The only way he can move the files is to open two instances of My Computer.

You need to ensure that the user can open multiple folders from one instance of My Computer.

What should you instruct the user to do?

You are a desktop support technician for your company.

A customer running Windows XP Home Edition reports that he cannot find several of the buttons that usually appear on the Standard Buttons toolbar in Microsoft Internet Explorer.

You need to ensure that the customer can return the standard buttons to the Standard Buttons toolbar.

What should you instruct the customer to do?