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