Level: Beginner

  • Give access to a shared mailbox

    The ticket: Add Margaret Hamilton to the Support shared mailbox

    What you'll practise

    • Open the Support mailbox
    • Give Read and manage
    • Give Send as
    • Tell Margaret what to expect

    Exchange Recipient Administrator can manage mailbox permissions such as Full Access and Send as.

  • Set automatic replies for someone on leave

    The ticket: Set out-of-office for Butler Lampson

    What you'll practise

    • Open Butler's mailbox
    • Turn on automatic replies
    • Check the result

    Exchange Recipient Administrator can set automatic replies on someone else's mailbox.

  • Fix a non-compliant laptop

    The ticket: Outlook and Teams blocked – "device does not meet compliance requirements"

    What you'll practise

    • Find Ken's laptop
    • Open the failing policy
    • Identify the setting
    • Explain the delay
    • Sync the device
    • Confirm it's compliant
    • Hand back to Ken

    Help Desk Operator is Intune's built-in role for remote device tasks such as Sync.

  • Reset a forgotten password

    The ticket: Forgot password after vacation – can't sign in

    What you'll practise

    • Open Grace's account
    • Verify the caller
    • Reset the password
    • Hand over the password

    Helpdesk and Password Administrators can only reset passwords for non-admin users.

  • Grant VPN access via a group

    The ticket: Need VPN access to work from home

    What you'll practise

    • Find the user or the group
    • Add the membership
    • Verify the membership
    • Know why approval matters

    Owners of a group can also manage its membership without an admin role.