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IT HELPDESK

IT HELPDESK

Jakarta | 15 – 17 Januari 2018 | Rp. 5.950.000/peserta 
Jakarta | 19 – 21 Februari 2018 | Rp. 5.950.000/peserta 
Jakarta | 19 – 21 Maret 2018 | Rp. 5.950.000/peserta 
Jakarta | 16 – 18 April 2018 | Rp. 5.950.000/peserta

Jadwal Training 2018 Selanjutnya …

 

 

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:

Manajerdanstaf IT danmanajerataupihak-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 :

3 days

 

TRAINING TIME 

  1. 15 Jan 2018-17 Jan 2018
  2. 19 Feb 2018-21 Feb 2018
  3. 19 Mar 2018-21 Mar 2018
  4. 16 Apr 2018-18 Apr 2018
  5. 14 May 2018-16 May 2018
  6. 06 Jun 2018-08 Jun 2018
  7. 16 Jul 2018-18 Jul 2018
  8. 14 Aug 2018-16 Aug 2018
  9. 17 Sep 2018-19 Sep 2018
  10. 15 Oct 2018-17 Oct 2018
  11. 19 Nov 2018-21 Nov 2018
  12. 17 Dec 2018-19 Dec 2018

 

INVESTMENT PRICE/PERSON :

  1. Rp. 5.950.000/person (full fare) or
  2. Rp. 5.950.000/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

 

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