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IT Support Job Tasks Training Guide

This training document outlines Module 1 of the Cisco Certified Support Technician (CCST) IT Support course, focusing on help desk concepts, customer interaction documentation, problem-solving processes, and interpersonal skills. It includes teaching materials, live practice instructions, and assessment methods designed for approximately 20 hours of instruction for high school graduates. Key topics include ticketing systems, SLAs, KPIs, and practical exercises for students to enhance their skills.

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8 views2 pages

IT Support Job Tasks Training Guide

This training document outlines Module 1 of the Cisco Certified Support Technician (CCST) IT Support course, focusing on help desk concepts, customer interaction documentation, problem-solving processes, and interpersonal skills. It includes teaching materials, live practice instructions, and assessment methods designed for approximately 20 hours of instruction for high school graduates. Key topics include ticketing systems, SLAs, KPIs, and practical exercises for students to enhance their skills.

Uploaded by

BH news
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Module 1: IT Support Job Tasks and Responsibilities

This training document is designed for instructors teaching Module 1 of the Cisco Certified
Support Technician (CCST) IT Support course. It provides comprehensive teaching material,
including definitions, procedures, examples, diagrams, and live practice instructions. The
content is structured to support approximately 20 hours of instruction for high school
graduates.

1. Help Desk Concepts


Key concepts include:

- Queue Management

- Time Management

- Ticketing Systems

- Service Level Agreements (SLAs)

- Key Performance Indicators (KPIs)

Teaching Notes:

Explain how ticketing systems work using tools like Zendesk or Freshdesk. Demonstrate
how SLAs define response and resolution times. Use real-world examples to show how KPIs
are measured in help desk environments.

2. Documenting Customer Interaction


Topics covered:

- Creating clear, concise, factual, and comprehensive descriptions

- Recording troubleshooting steps and results

- Ensuring documentation is useful for future interactions

Live Practice:

Provide students with mock customer scenarios and have them write documentation
summaries. Review and discuss the clarity and completeness of their reports.

3. Problem Solving Process


Steps include:

- Define the problem

- Gather detailed information


- Identify probable cause

- Devise a resolution plan

- Implement changes

- Observe results

- Repeat if unresolved

- Document changes

Teaching Notes:

Use flowcharts to illustrate the problem-solving process. Provide case studies for students
to analyze and resolve using the outlined steps.

4. Interpersonal Skills
Best practices include:

- Professional communication

- Active listening

- Explaining technical concepts to non-technical users

- Using appropriate vocabulary

Classroom Activity:

Role-play help desk scenarios where students must communicate with 'customers' and
resolve issues while demonstrating interpersonal skills.

5. Assessment and Homework


Assessment:

Conduct quizzes and practical exercises to evaluate understanding of help desk concepts,
documentation practices, and problem-solving skills.

Homework:

Assign students to document a mock support ticket and outline a resolution plan. Review
submissions for completeness and clarity.

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