Matakuliah
Tahun
Versi
: <<M0164>>/<<End User Information Syste>>
: <<2005>>
: <<1/1i>>
Pertemuan <<11>>
<<HELP DESK (01) >>
1
Learning Outcomes
Pada akhir pertemuan ini, diharapkan mahasiswa
akan mampu :
• Mahasiswa dapat menghubungkan
pemakaian aplikasi help desk dalam
meningkatkan kinerja
2
Outline Materi
• Dasar-dasar Help Desk
• CTI, IVR, dan Web utk mendukung helpdesk
• contoh software layanan pelanggan
• cara petugas help-desk menangani
problema
3
Support and Help Desk
Management
Back
7-4
Copyright Prentice Hall, 2002
Next
End
Learning Objectives
• Differentiate indexed online help systems
from context-specific help and wizards.
• Match Computer-Telephony Integration
(CTI), Interactive Voice Response (IVR), and
Web-enabled support to how each can
support Help Desk service goals.
• Give examples of ways in which customer
support software can be used in the Help
Desk environment.
• Suggest ways a Help Desk agent can help
callers explain their problems.
Back
7-5
Copyright Prentice Hall, 2002
Next
End
Learning Objectives 2
• List personal and professional
characteristics of an effective Help Desk
agent.
• Identify professional organizations devoted
to training and supporting Help Desk
professionals.
• Explain the value of evaluating Help Desk
operations.
• List pros and cons of outsourcing Help Desk
operations.
• Describe the Help Desk of the future.
Back
7-6
Copyright Prentice Hall, 2002
Next
End
Performance Support
• Online help
• Expert systems
• Databases
• Hypermedia
Back
7-7
Copyright Prentice Hall, 2002
Next
End
Help Desk Management
• Help desk technologies
–Call center technology
–Computer-telephony
integration
–Interactive voice response
–Web-enabled support
Back
7-8
Copyright Prentice Hall, 2002
Next
End
Help Desk Management
• Problem management
• Hiring and supporting the
help desk agent
• Evaluating the help desk
• Pros and cons of
outsourcing
Back
7-9
Copyright Prentice Hall, 2002
Next
End
Vendor Feedback - Metrics
• Average time until a call is
answered by a live person
• Average time for problem
resolution
• Number of callers who hang up
before a call is answered
• Customer satisfaction
Back
7-10
Copyright Prentice Hall, 2002
Next
End
Support and Help Desk Management
• The Help Desk of the Future
–Data warehouse
–Integrated service desk
–Emerging technologies
Back
7-11
Copyright Prentice Hall, 2002
Next
End
Key Terms:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
7-12
Summary
Computer Telephony Integration
Contextual help
Customer support software
Expert Systems
Frustrated user syndrome
Help Desk
Help Desk agent
Hypermedia
Interactive Voice Response
Metrics
Online help
Performance support
Web-enabled support
Wizards
Copyright Prentice Hall, 2002
Back
Next
End
Next:
Management Issues
Back
7-13
Copyright Prentice Hall, 2002
Next
End
<< PENUTUP>>
Selanjutnya Pert 12
HELP DESK
14