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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;

  1. be established with the proper mission;
  2. offer the right set of services, and;
  3. 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.

 

INSTRUCTOR : Ir. Desmon Ginting, M.Tech

 

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 :

  1. 15 Jan 2020-17 Jan 2020
  2. 17 Feb 2020-19 Feb 2020
  3. 16 Mar 2020-18 Mar 2020
  4. 13 Apr 2020-15 Apr 2020
  5. 13 Mei 2020-15 Mei 2020
  6. 15 Jun 2020-17 Jun 2020
  7. 13 Jul 2020-15 Jul 2020
  8. 19 Agust 2020-21 Agust 2020
  9. 14 Sep 2020-16 Sep 2020
  10. 19 Okt 2020-21 Okt 2020
  11. 16 Nop 2020-18 Nop 2020
  12. 14 Des 2020-16 Des 2020

 

 

INVESTMENT PRICE/PERSON :

  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