Learn how to use remote control effectively to handle help desk tickets like, troubleshooting WiFi and installing Adobe Acrobat. You can achieve the above scenario by using various features like, "Blackening the remote monitor", disabling remote key board and mouse, using chat to interact with user, "File transfer" to copy files, use collaborative mode to invite another technician and ability to reboot remote computer.
Explore how to of use various tools like, System Manage to identify the " Process and Services" which consumes more CPU. You can also use tools like Chat, to interact with the user if required and invoke Disk Cleanup, CheckDisk, Defrag, etc., to troubleshoot system slowness.
Learn how to use tools like "Remote Shut down and Wake on LAN". You can schedule to shutdown computers during the night and Wake on LAN to "turn on" computers in the morning. You can also learn how to use "Power Reports" to analyse system up-time report.
Assume MS Exchange is down, you need not panic to communicate to the customers, learn how to use "Announcement Tool", to broadcast announcements on timely need, and also to schedule these announcements.