IT HELPDESK

Training Syllabus:
IT HELPDESK

INTRODUCTION :
A Help Desk is usually not a profit-generating department within a company. It is, for many organizations, a necessary expense, but it can add a significant amount of value to a company in a variety of ways.
In order for your Help Desk to add this value, it must, as follows;
a) be established with the proper mission;
b) offer the right set of services, and;
c) achieve its objectives.
Furthermore, in order to run an effective Help Desk, you must know in advance what services you are going to perform; must know how to prioritize issues, and; must create realistic expectations.
All successful companies start off with a business plan, and the same rule applies to Help Desks. If your Help Desk is focused and has a clear understanding of your business, it will add a significant amount of value to the company in the form of increased productivity.

OUTLINE :
In this training, we will cover all the topics necessary regarding IT Help Desk as follows:
• Information Technology Service Management (ITSM)
• Overview of ISO 20000
• Help Desk & Service Desk
• What is a Help Desk?
• Introduction
• Help Desk Description
• Non-IT Help Desk
• 6 Functions & Benefits of the IT Help Desk
• Positioning of the IT Help Desk Within an Organization
• Who should use Help Desk?
• Customers of the Help Desk
• Features of Help Desk
• Hierarchy of Help Desk (Level of User)
• Help Desk Design
• Service Levels
• Help Desk Models
• Flow of Help Desk (Working of Help Desk)
• Staffing of the Help Desk
• Role of Customer
• 5 Rules of Customer Care
• Role of Coordinator
• Role of Specialist
• Role of Agent
• The Incident Management Process
• Help Desk Tools & Technologies
• Importance of Goals, Processes, and Procedures
• Support Environment & Processes
• Problem Management
• Top 5 Help Desk Best Practices
• Implementation & Project Plan
• Top 10 Metrics to Monitor the Health of Your Help Desk
• Case Study: Globalized IT Service Desk
• Case Study: Centralized Support for Service Desk and Desktop

PESERTA YANG DIREKOMENDASIKAN:
Manajer dan staf IT dan manajer atau pihak-pihak yang perlu dilibatkan dalam perancangan dan operasionalisasi IT Helpdesk.

 

VENUE : Jakarta (Maxone Hotel Menteng, Balairung Hotel Matraman, Sentral Hotel, Haris Tebet, Gd Muamalat Institute, Ibis Manggadua, Little Amaroossa Residence, Cosmo Amaroossa, Zodiak MT. Haryono, Grand Tjokro)

TRAINING DURATION : 2 days

TRAINING TIME :

Januari 2024 Februari 2024 Maret 2024 April 2024
3 – 4 Januari 2024 5 – 6 Februari 2024 4 – 5 Maret 2024 1 – 2 April 2024
8 – 9 Januari 2024 12 – 13 Februari 2024 12 – 13 Maret 2024 22 – 23 April 2024
15 – 16 Januari 2024 19 – 20 Februari 2024 18 – 19 Maret 2024 29 – 30 April 2024
22 – 23 Januari 2024 26 – 27 Februari 2024 25 – 26 Maret 2024
29 – 30 Januari 2024
Mei 2024 Juni 2024 Juli 2024 Agustus 2024
6 – 7 Mei 2024 3 – 4 Juni 2024 1 – 2 Juli 2024 5 – 6 Agustus 2024
13 – 14 Mei 2024 10 – 11 Juni 2024 8 – 9 Juli 2024 12 – 13 Agustus 2024
20 – 21 Mei 2024 19 – 20 Juni 2024 15 – 16 Juli 2024 19 – 20 Agustus 2024
27 – 28 Mei 2024 24 – 25 Juni 2024 22 – 23 Juli 2024 26 – 27 Agustus 2024
29 – 30 Juli 2024
September 2024 Oktober 2024 November 2024 Desember 2024
2 – 3 September 2024 1 – 2 Oktober 2024 4 – 5 November 2024 2 – 3 Desember 2024
9 – 10 September 2024 7 – 8 Oktober 2024 11 – 12 November 2024 9 – 10 Desember 2024
16 – 17 September 2024 14 – 15 Oktober 2024 18 – 19 November 2024 16 – 17 Desember 2024
23 – 24 September 2024 21 – 22 Oktober 2024 25 – 26 November 2024 23 – 24 Desember 2024
28 – 29 Oktober 2024 30 – 31 Desember 2024

1. Rp. 6.500.000/person (full fare) or
2. Rp. 6.250.000/person (early bird, payment 1 week before training) or
3. Rp. 5.950.000/person (if there are 3 persons or more from the same
company)

FACILITIES FOR PARTICIPANTS:
1. Training Module
2. Flash Disk contains training material
3. Certificate
4. Stationeries: NoteBook and Ballpoint
5. T-Shirt
6. Backpack
7. Training Photo
8. Training room with Full AC facilities and multimedia
9. Lunch and twice coffeebreak every day of training
10. Qualified Instructor