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Jakarta | 18 – 20 September 2017 | Rp. 5.950.000/peserta
Jakarta | 16 – 18 Oktober 2017 | Rp. 5.950.000/peserta
Jakarta | 30 – 01 November 2017 | Rp. 5.950.000/peserta
Jakarta | 18 – 20 Desember 2017 | Rp. 5.950.000/peserta




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.


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


Manajerdanstaf IT danmanajerataupihak-pihak yang perlu dilibatkan dalam perancangan dan operasionalisasi IT Helpdesk.


Ir. Desmon Ginting, M.Tech.

Beliau telah berada di Dunia Kerja lebih dari 21 tahun. Di era tahun 90-an hingga akhir tahun 2000 berkecimpung di Dunia Perbankan dan Pasar Modal. Sejak awal tahun 2001, terjun di arena Perubahan Perilaku dan Peningkatan Produktivitas dengan fungsi utama sebagai Business Developer, Account Executive dan Liaison Officer. Peranan ini membawanya berinteraksi dengan beragam kalangan dari berbagai organisasi dan industri, mulai dari manajemen puncak hingga manajemen lini pertama! Beliau menyelesaikan pendidikan S1 (Ir.) Industrial Engineering di ITB pada tahun 1989 dan atas dasar beasiswa penuh yang diterima, S2 (M.Tech.) Manufacturing and Industrial Technology di Massey University, N.Z. pada tahun 1996. Sejak tahun 2011, beliau aktif sebagai Trainer & Coach.



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)


3 days



  1. 18 Sep 2017-20 Sep 2017
  2. 16 Oct 2017-18 Oct 2017
  3. 30 Oct 2017-01 Nov 2017
  4. 18 Dec 2017-20 Dec 2017


  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)



  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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