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IT HELPDESK

EVENT

18 – 20 Januari 2021 | Rp 6.500.000/ peserta di Jakarta
15 – 17 Februari 2021 | Rp 6.500.000/ peserta di Jakarta
17 – 19 Maret 2021 | Rp 6.500.000/ peserta di Jakarta

Jadwal Training 2021 Selanjutnya …

 

 

IT HELPDESK TRAINING 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.

 

IT HELPDESK TRAINING 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.

 

IT HELPDESK TRAINING INSTRUCTOR

Ir. Desmon Ginting, M.Tech.

 

IT HELPDESK TRAINING 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

3 hari

 

 

JADWAL TRAINING 2021

  1. 18 Jan 2021-20 Jan 2021
  2. 15 Feb 2021-17 Feb 2021
  3. 17 Mar 2021-19 Mar 2021
  4. 19 Apr 2021-21 Apr 2021
  5. 05 Mei 2021-07 Mei 2021
  6. 14 Jun 2021-16 Jun 2021
  7. 21 Jul 2021-23 Jul 2021
  8. 18 Agust 2021-20 Agust 2021
  9. 13 Sep 2021-15 Sep 2021
  10. 20 Okt 2021-22 Okt 2021
  11. 15 Nop 2021-17 Nop 2021
  12. 13 Des 2021-15 Des 2021

 

INVESTMENT/ 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

 

IT HELPDESK

 

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