Level: Entry-Level / Beginner
Prerequisites: Basic digital literacy and interest in IT systems and support
Certification: Cisco Certified Support Technician – IT Support (Official Cisco Credential via Certiport)
Delivery Partner: Thakral Global Learning
🌟 Course Overview:
The CCST – IT Support course introduces learners to the essential knowledge and technical skills required to work in IT support roles across industries. Designed by Cisco and Certiport, this certification validates foundational IT skills including hardware, operating systems, software, networking basics, troubleshooting, and customer service principles.
This course is ideal for individuals looking to launch a career in tech support, help desk operations, or IT administration and acts as a stepping stone to further certifications like CompTIA A+, Cisco CCNA, or Microsoft Certified: Azure Fundamentals.
✅ Learning Outcomes:
Upon successful completion, participants will be able to:
- Understand how computers, networks, and software systems operate
- Diagnose and troubleshoot basic IT issues on Windows/macOS/Linux platforms
- Support end-users in using hardware, software, and peripherals
- Apply effective communication and problem-solving techniques in IT environments
- Prepare to earn the Cisco CCST IT Support certification
📚 Course Modules:
Module 1: Introduction to IT Support
- Overview of the IT support role
- Types of IT jobs in today’s workforce
- Understanding computer systems and components
- Introduction to the Cisco CCST certification
Module 2: Computer Hardware and Peripherals
- Internal components: CPU, RAM, storage devices, GPUs
- Input/output devices: keyboards, monitors, printers, USB devices
- Hardware troubleshooting and diagnostics tools
- Installation and configuration basics
Module 3: Operating Systems and Software Support
- Windows, macOS, and Linux overview
- OS installation and updates
- File systems and user account management
- Troubleshooting common software errors
Module 4: Networking Basics for IT Support
- Introduction to IP addressing, DNS, DHCP
- Network connectivity: Wi-Fi, Ethernet, VPNs
- Identifying network issues and using tools like ping/traceroute
- Home and small office network setup basics
Module 5: Security and Data Protection
- Safe computing practices and common threats
- Password management, firewalls, and antivirus basics
- Backups and data recovery principles
- Introduction to endpoint security tools
Module 6: Troubleshooting and Problem Solving
- IT support workflows and ticketing systems
- Root cause analysis and structured troubleshooting methods
- Hands-on troubleshooting simulations
- Documentation and escalation best practices
Module 7: Customer Service and Communication Skills
- Communicating with non-technical users
- Conflict resolution and empathy in IT support
- Managing expectations and service-level agreements (SLAs)
- Phone, chat, and email etiquette for support teams
Module 8: Certification Preparation & Final Review
- Overview of the CCST IT Support exam format
- Sample questions and practice test sessions
- Time management and test-taking strategies
- Final exam readiness checklist
🛠️ Hands-On Practice Includes:
- Simulated desktop troubleshooting
- Installing software and OS in a virtual lab
- Hardware component identification and setup
- Real-world case studies and help desk scenarios
📝 Assessment & Evaluation:
- Weekly module-based quizzes
- Lab exercises with instructor feedback
- Mock certification exam
- Portfolio of solved support tickets and troubleshooting logs
💼 Career Opportunities:
- IT Support Technician
- Help Desk Analyst
- Desktop Support Specialist
- Technical Support Representative
- Field Technician
- IT Operations Assistant
🎓 Why Study at Thakral Global Learning?
- Authorized Cisco and Certiport training provider
- Practical, hands-on curriculum aligned with industry needs
- Exam support and guidance from certified instructors
- Flexible learning modes with access to digital labs and resources
- Career advice and post-certification pathways
