| Jadwal Kegiatan Pelatihan |
| Tanggal posting 05-Mar-24 01:11 wib. dilihat sebanyak 2
kali
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| Jadwal Kegiatan Pelatihan IT Helpdesk Management |
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-Hubungi Whatsapp-
( 3 Days )
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| Posting oleh : Hery Purnama , Whatsapp. 08122334**** |
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| Jadwal Kegiatan Pelatihan , Jakarta
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jadwalkegiatan.com
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 Detail dan Status Jadwal Kegiatan Sampai Dengan November 2024 |
| Waktu Pelaksanaan |
3 Days |
| Biaya |
Rp
-Hubungi Whatsapp- |
| Keterangan |
Course Title: IT Asset Management and Helpdesk Management
Trainer : Hery Purnama
Course Description: This course continues the exploration of IT infrastructure management with a focus on IT Helpdesk Management. Students will learn the principles, processes, and tools required to effectively manage IT helpdesk operations, including incident management, problem management, and service request fulfillment.
Course Objectives:
• Understand the role and importance of IT Helpdesk Management in supporting organizational IT operations.
• Learn the principles and processes of incident management, problem management, and service request fulfillment.
• Gain knowledge of IT helpdesk tools and technologies.
• Acquire skills in managing IT helpdesk operations efficiently and effectively.
• Explore strategies for improving customer satisfaction and service quality.
Content :
1: Introduction to IT Helpdesk Management
• Overview of IT Helpdesk Management
• Role and responsibilities of the IT helpdesk
• Importance of IT helpdesk in IT service delivery
2: Incident Management
• Definition and scope of incident management
• Incident prioritization and categorization
• Incident resolution and escalation processes
3: Problem Management
• Understanding problems and known errors
• Problem identification, analysis, and resolution
• Problem management best practices
4: Service Request Fulfillment
• Service request handling and processing
• Service catalog management
• Automation and self-service options
5: IT Helpdesk Tools and Technologies
• Overview of IT helpdesk software solutions
• Ticketing systems and their features
• Integration with other IT management tools
6: ITIL Framework for IT Helpdesk Management
• Introduction to ITIL (Information Technology Infrastructure Library)
• ITIL processes relevant to IT helpdesk management
• Applying ITIL principles to improve helpdesk operations
7: Customer Relationship Management (CRM) in IT Helpdesk
• Importance of customer relationship management
• Strategies for improving customer satisfaction
• Handling difficult customers and conflict resolution
8: Performance Metrics and KPIs
• Key performance indicators (KPIs) for IT helpdesk
• Metrics for measuring helpdesk performance
• Benchmarking and continuous improvement
9: IT Helpdesk Staff Training and Development
• Importance of staff training and development
• Technical and soft skills required for helpdesk staff
• Training methodologies and best practices
10: Emerging Trends and Future Directions
• Chatbots and AI in IT helpdesk management
• Remote support and virtual IT helpdesk solutions
• Predictive analytics for proactive support
Final Project:
• Students will work on a final project to design an IT helpdesk management plan for a hypothetical organization. The plan should include incident management procedures, problem management strategies, service request fulfillment processes, and a selection of appropriate IT helpdesk tools.
Assessment:
• Class participation: 10%
• Assignments and quizzes: 30%
• Midterm exam: 20%
• Final project: 40%
References:
• "ITIL Foundation Handbook" by Claire Agutter
• "Effective Help Desk Specialist Skills" by Darril Gibson
• "The HDI Handbook of Help Desk Best Practices" by Matt Hooper and Ron Muns
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| Kontak Kegiatan |
| Nama Kontak |
Hery Purnama |
| Kontak HP / Whatsapp |
08122334****
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| Lokasi / Venue Kegiatan |
Rasuna Said, Jakarta Selatan |
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Jakarta, DKI Jakarta |
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| Peta Lokasi Kontak |
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Perbesar Peta !
Detail peta sesuai alamat lokasi yang tertera di iklan 'Jadwal Kegiatan Pelatihan IT Helpdesk Management ' . Di-generate otomatis oleh google map Api update bulan November 2024 .
Informasi selengkapnya silahkan hubungi langsung pemilik iklan kegiatan |
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