Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide

Contents

1. Introduction

2. Chapter 1 Help Desk

   1. “Do I Know This Already?” Quiz

   2. Foundation Topics

   3. Introduction

   4. The IT Support Technician

   5. Customer Service Communication Skills

   6. Time Management

   7. Help Desk Queue Management

      1. Triaging

      2. Queue Management Technologies

      3. Queue Levels

      4. SLAs and KPIs

   8. Service-Level Agreements

   9. Key Performance Indicators

   10. Ticketing Systems

   11. Documentation

   12. The Problem-Solving Process

       1. Step 1: Define the Problem

       2. Step 2: Gather Detailed Information

       3. Step 3: Identify a Probable Cause of the Failure

       4. Step 4: Devise a Plan to Resolve the Problem

       5. Step 5: Make Necessary Changes to Implement the Plan

       6. Step 6: Observe the Results of the Changes

       7. Step 7: If the Problem Is Not Resolved, Repeat the Process

       8. Step 8: Document the Changes Made to Resolve ...