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

IT support is often described as the front line of information technology, and with good reason. It is where technology meets the people who use it, where small disruptions are resolved before they escalate, and where an organisation’s reputation for reliability is quietly earned each day. Professionals in this field need a thoughtful blend of technical understanding, analytical reasoning, and genuine care for the user experience.

The Cisco CCST IT Support course has been developed to cultivate exactly that blend. Mapped to the official objectives of the Cisco Certified Support Technician IT Support exam (100-140), it introduces learners to the principles and practices that define effective user support. The course explores how support teams organise and prioritise their work, how IT service management principles shape service quality, and how core technologies such as computer hardware, operating systems, applications and networking basics interact in everyday environments.

Equal attention is given to the professional dimension of the role. Learners develop the confidence to communicate clearly, explain technical matters in accessible language, maintain thorough records and recognise when an issue should be escalated. Security awareness is woven throughout, reinforcing the technician’s responsibility to protect users, devices and sensitive information.

By the end of the programme, learners possess a coherent understanding of IT support fundamentals, a methodical approach to troubleshooting and a clear route towards the Cisco CCST IT Support certification. It is an ideal foundation for anyone who aspires to build a rewarding and sustainable career in technical support.

Course Objectives

This course enables learners to:

1. Work within a help desk environment, managing tickets and time effectively against service levels and performance targets.
2. Follow a repeatable troubleshooting method and produce documentation that is accurate, concise and useful for future cases.
3. Recognise computer components, ports and cables, perform basic upgrades and investigate hardware faults while observing electrical and ESD safety.
4. Establish user access to network resources through directory services, password resets, MFA, drive mapping and permission checks.
5. Examine wired and wireless connectivity, interpret IP addressing and use diagnostic commands to isolate network faults.
6. Resolve everyday issues on Windows, macOS, and mobile devices, and assist users with application installation from trusted sources.
7. Protect users and data by identifying security threats, resisting social engineering attempts, and applying confidentiality guidelines.