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

Reliable IT support is one of the quiet foundations of a successful organisation. When devices perform as expected, accounts are accessible, and networks remain stable, people can concentrate fully on their work. When problems arise, a capable support technician ensures that disruption is brief, communication is clear, and confidence in technology is quickly restored. Few roles have such a direct and visible influence on everyday productivity.

The Cisco CCST IT Support course develops the knowledge, judgement and professionalism that this responsibility demands. Aligned with Cisco exam 100-140, it prepares learners to pursue the Cisco Certified Support Technician (CCST) IT Support certification through a balanced and thoughtfully sequenced curriculum. Learners build a solid understanding of service desk practice and IT service management principles, together with essential knowledge of computer hardware, operating systems, networking basics, user access, and information security.

Throughout the course, learners are encouraged to approach every challenge with a disciplined, analytical mindset. They learn to investigate issues systematically, distinguish symptoms from underlying causes, and apply solutions that are both effective and lasting. Just as importantly, they develop the communication skills, documentation habits, and service orientation that enable them to work constructively with users and colleagues alike.

The outcome is a well-prepared support professional with a firm command of IT support fundamentals, a structured approach to troubleshooting and the confidence to contribute to any technical support environment.

Course Objectives

Learners who complete this training will be prepared to:

1. Apply help desk principles such as ticket prioritisation, queue management, SLAs and KPIs to their daily support work.
2. Investigate issues logically, from defining the problem to confirming the fix, and keep documentation that strengthens team knowledge.
3. Identify and upgrade computer components, troubleshoot peripherals and recognise when firmware or driver updates are appropriate.
4. Analyse end-device connectivity using IP configuration details and tools such as ping, tracert, nslookup and netstat.
5. Provide access support, including password resets, multifactor authentication, drive mapping and group membership checks.
6. Resolve common Windows, macOS, mobile, and application issues, and direct cloud-related incidents to the appropriate team.
7. Recognise and respond to common security threats while following organisational policies on confidential and personal data.