Cisco Certified Support Technician (CCST) IT Support (100-140)

In every modern organisation, productivity depends on technology that works reliably and on skilled professionals who can restore it quickly when it does not. Behind every resolved ticket, recovered file and restored connection is an IT support technician who combines technical knowledge with sound judgement and clear communication. The Cisco Certified Support Technician (CCST) IT Support course is designed to develop precisely these capabilities, giving learners a credible and well-structured foundation for a career in technical support.

Aligned with the official objectives of Cisco exam 100-140, this Cisco CCST IT Support training offers a comprehensive introduction to the essentials of professional user support. Learners explore how service desks operate within the wider discipline of IT service management, and they develop practical competence across computer hardware, operating systems, networking basics, application support, and security awareness. Throughout the course, the emphasis remains on disciplined troubleshooting: understanding the problem, identifying its probable cause, applying an effective resolution, and documenting the outcome for future reference.

Beyond technical skill, the course recognises that outstanding support is ultimately about people. Learners refine the professional communication, active listening, and service mindset that allow them to guide users with patience and confidence, even under pressure. They also become familiar with the modern tools of the profession, from remote support platforms to knowledge bases and responsible, AI-assisted research.

Whether you are taking your first step into information technology or seeking to formalise skills you already use every day, this course provides a strong grounding in IT support fundamentals and a focused path towards the Cisco CCST IT Support certification.

Course Objectives

By the end of this course, learners will be able to:

• Explain core help desk concepts, including ticketing, queue management, SLAs and KPIs, and write clear, factual records of each customer interaction.
• Apply a structured problem-solving process to define an issue, identify a probable cause, implement a fix and document the outcome.
• Identify, install and upgrade common desktop components and peripherals, and investigate hardware faults safely using Device Manager and status indicators.
• Diagnose end-device network connectivity problems using IP addressing, DHCP, DNS and command-line tools such as ping, ipconfig and tracert.
• Help users access network resources by resetting passwords, mapping shared and cloud drives, and checking group membership and permissions.
• Resolve common Windows, macOS, mobile device, and application issues, including updates, display settings, backups, and safe mode.
• Recognise threats such as phishing, malware, and social engineering, apply good password practices, and escalate security concerns to the right team.