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

Technology now underpins almost every aspect of organisational life, from everyday communication and collaboration to customer service and business continuity. As digital environments grow more connected and more complex, the demand for capable IT support professionals continues to rise. These are the specialists who keep users productive, systems dependable and information secure, and their contribution is felt across every department they serve.

The Cisco Certified Support Technician (CCST) IT Support course provides a rigorous yet accessible introduction to this essential profession. Built around the objectives of Cisco exam 100-140, the programme equips learners with a well-rounded understanding of IT support fundamentals, including service desk operations, computer hardware, operating systems, networking basics, user access and core security practices. Each topic is presented with a clear focus on real-world relevance, so that learners understand not only how technology works but also how to support the people who depend on it.

At the heart of the course lies a methodical approach to troubleshooting. Rather than relying on guesswork, learners develop the discipline to gather information, analyse symptoms, isolate root causes and resolve issues efficiently. This analytical mindset is complemented by an appreciation of professional service standards, accurate documentation and courteous, effective communication with users at every level of an organisation.

The result is a confident, capable support professional who is well prepared to pursue the Cisco CCST IT Support certification and to contribute meaningfully to any technical support team.

Course Objectives

Participants who complete this Cisco CCST IT Support training will be able to:

1. Describe how a help desk operates, including queue and time management, ticketing, SLAs, and performance measures.
2. Document customer interactions clearly by recording the problem, troubleshooting steps taken, and the result.
3. Locate device information such as host name, OS version, memory, IP and MAC addresses using built-in Windows and macOS tools.
4. Install and upgrade internal components, and troubleshoot peripherals, including printers, scanners, webcams, headsets, and external drives.
5. Verify end-device network connectivity and recognise signs of DHCP, DNS, gateway or firewall problems.
6. Support users with operating system, mobile device, and application issues, including updates, safe mode, process termination, and data backup.
7. Identify common security threats, follow confidentiality guidelines for sensitive and personal data, and escalate incidents appropriately.