KAEDAH PENYAMPAIAN DANPENILAIAN

2.14 Mengenalpasti peranan Help Desk

2.15 Mengenal pasti cara HelpDesk berinteraksi dengan pelanggan

2.16 Mengkelaskan scenario penyelesaian masalah HelpDesk

2.17 Menerangkan mengenai prosedur pelanggan tapak (customer site procedures)

2.18 Menerangkan mengenai perakuan perkhidmatan (Service Level AgreementSLA)

2.19 Menerangkan tujuan perakuan perkhidmatan(Service Level AgreementSLA)

2.20 Menghuraikan analisis sampel perakuan perkhidmatan (Service Level Agreement-SLA)

KAEDAH PENYAMPAIAN DANPENILAIAN

1.Kuliah

2.Perbincangan

3.Penilaian Sumatif :

• Ujian Teori

DEFINISI Helpdesk?

Helpdesk English

Perkhidmatan PelangganBahasa Malaysia

Apakah itu Helpdesk?

Secara definisi helpdesk adalah salah satu media untuk membantu menyelesaikan masalah antara

pengguna dan juga syarikat bagi produk yang digunakan.

Help Desk application, provides first level support & assistance to the customer for immediate troubleshooting. Application maintains a library of complaint/problems with there likely solutions that can

be suggested to the customer on line.

Apakah itu Helpdesk?

Useful tools for organizations of all sizes.

• simplifies the process of tracking and resolving issues.

• It can also keep you organized by tracking and reporting on a wide variety of metrics.

• records you keep in a help desk system form a knowledge base that can help answer some of the most frequently asked user questions

Siapa Harus Gunakan Helpdesk - inhouse?

6 problems IT departments face without help desk software:

• You get stuck logging everything in spreadsheets or Word documents or worse — Post-it notes.

• Random employees constantly interrupt you with calls and drive-by visits asking for tech help.

• As your company grows, the volume of requests skyrockets, becoming unmanageable with your current processes.

• It becomes difficult to prioritize issues or coordinate who in IT works on which projects, leading to confusion.

• You don’t have an easy way to show the boss what you’ve accomplished or how overworked you are.

• A dark lord freezes you in a large block of frozen carbon… Wait… ignore this last one.

Contoh syarikat denganperkhidmatan Helpdesk?

• Badan Kerajaan

• ISP

• Bidang Teknologi• Telefon

• Kenderaan

• Perkakasan Komputer

• Perkakasan Elektrik

• Bidang Makanan

• Perkhidmatan Hiburan

• etc

Kelebihan helpdesk

• Dapat memberikan penyelesaian masalahdalam masa yang singkat

• Dapat mencari masalah dan boleh mengaturstaf yang bertugas

• Dapat meningkatkan mutu/nama dalammenangani pertanyaan dan keluhan pelanggan.

• Menjadi perantaraan pelanggan dan orangatasan/syarikat

• Dapat menambah pengalaman softskills danpengetahuan didalam bidang yang tertentu.

Medievel Helpdesk style

• The four components of a successful help desk are tightly integrated and each must be given attention.• People

• Processes

• Technology

• Information

• Customer Service – The Bottom Line

Siapa Itu Pelanggan?

• Pelanggan adalah pengguna sesebuah peralatan atau perkhidmatan.

• Setiap pelanggan yang menggunakan perkhidmatan mempunyai cirri-ciri yang berbeza.

• Pelanggan boleh dikategorikan secara umum seperti di bawah:

Peranan Helpdesk

• Mengenal pasti masalah

• Mencari jalan penyelesaian

• Menjadi perantara pelanggan dan syarikat

• Menjawab pertanyaan pemakai akhir.

• Memberikan informasi kepada pelaggantentang masalah hardware atau software.

• Melakukan perubahan terus menerus untukmencapai efisiensi yang lebih baik.

Ciri-Ciri Seorang Helpdesk

• Berpengetahuan luas tentang produk syarikatdan isu semasa

• Sifat Kesabaran Tinggi

• Peka

• Bijak untuk menangani masalah/perasaan

• Nada suara yang jelas

• Ceria

• Mengawal keadaan / Emosi

Will you help me?

Helpdesk Support

• Perkhidmatan helpdesk ini boleh diwujudkan dalam: • Bentuk fizikal

• Elektronik - Teknologi Terkini

• Help Desk Tools and Technologies• Help desk software - > 2018 Most Popular

• Computer telephony systems - >2018 Most Popular

• Web Site support

• Physical layout of help desk work areas

• SMS

• Media Sosial

• Email

Helpdesk Support

Phone Support/SokonganTelefon

• Memberi khidmat nasihat melalui telefon tanpapelanggan perlu datang ke puat servis.

• Menerima laporan kerosakan daripada pelanggan.

• Membolehkan pelanggan membaiki kerosakan padalangkah awal dengan bantuan khidmat nasihat melaluipanggilan.

• Membolehkan syarikat mengetahui kerosakan samadaboleh dibaiki segera atau perlu diperiksa oleh juruteknik.

• Membolehkan pihak syarikat menghantar segerajuruteknik ke tempat pelanggan yang membuat laporankerosakan atau memaklumkan tempat bantuan teknikalyang berhampiran dengan pelanggan.

Hambek kauu!!

x?? Or erh? Or ekhrr?

Cara Kerja HelpDesk

Cara serta etika yang betul ketikamenerima aduan pelanggan.

• Memberi ucapan yang sopan

• Membuka tiket bagi merekod permasalahanpelanggan

• Mendengar masalah pelanggan

• Menyesuaikan diri dengan perangaipelanggan

• Mendiagnosis masalah yang mudah dengantepat

• Loggin panggilan

by Rodger Burgess Information Technology Department

24Call Management / Incident Process

1. Receive call

2. Pre-screen call (user)

3. Authenticate call

4. Log call

5. Screen call

6. Prioritise call(1-Urgent, 2-High,3-Medium,4-Low)

7. Assign call

8. Track call

9. Escalate call

10. Resolve call

11. Close call

12. Archive call

DEFINISI SLA

• A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered. The SLA an Internet Service Provider (ISP) will provide its customers is a basic example of an SLA from an external service provider.

SLA

• Though the exact metrics for each SLA vary depending on the service provider, the areas covered are uniform: volume and quality of work (including precision and accuracy), speed, responsiveness, and efficiency. In covering these areas, the document aims to establish a mutual understanding of services, areas prioritized, responsibilities, guarantees, and warranties provided by the service provider.

• The level of service definitions should be specific and measureable in each area. This allows the quality of service to be benchmarked and, if stipulated by the agreement, rewarded or penalized accordingly. An SLA will commonly use technical definitions that quantify the level of service such as mean time between failures (MTBF) or mean time to recovery, response, or resolution (MTTR), which specifies a “target” (average) or “minimum” value for service level performance.

• SLAs are also very popular among internal departments in larger organizations. For example, the use of a SLA by an IT helpdesk with other departments (the customer) allows their performance to be defined and benchmarked. The use of SLAs is also common in outsourcing, cloud computing, and other areas where the responsibility of an organization is transferred out to another supplier.

PERKARA YANG PENTING DALAM SLA

The metrics that define levels of service for an ISP should aim to guarantee:

• A description of the service being provided– maintenance of areas such as network connectivity, domain name servers, dynamic host configuration protocol servers

• Reliability – when the service is available (percentage uptime) and the limits outages can be expected to stay within

• Responsiveness – the punctuality of services to be performed in response to requests and scheduled service dates

• Procedure for reporting problems – who can be contacted, how problems will be reported, procedure for escalation, and what other steps are taken to resolve the problem efficiently

• Monitoring and reporting service level – who will monitor performance, what data will be collected and how often as well as how much access the customer is given to performance statistics

• Consequences for not meeting service obligations – may include credit or reimbursement to customers, or enabling the customer to terminate the relationship.

• Escape clauses or constraints – circumstances under which the level of service promised does not apply. An example could be an exemption from meeting uptime requirements in circumstance that floods, fires or other hazardous situations damage the ISP’s equipment.

CONTOH SLA

CONTOH SLA

CONTOH SLA

CONTOH SLA

CONTOH SLA

KESIMPULAN

• Service Level Agreements (SLAs) are a way for a supplier and a purchaser to agree on what will constitute a minimum level of customer satisfaction. They can be simple and unwritten. They can be complex legal documents. They specify specific minimum requirements and the options the purchaser has if the SLA is not met. When certain standards and behaviors on the part of a supplier are important to the success of your company consider a service level agreement as a way to minimize your company’s risk.

Rujukan

• https://www.spiceworks.com/it-articles/implement-help-desk/

• https://www.paloaltonetworks.com/cyberpedia/what-is-a-service-level-agreement-sla

• http://icthelpcenter.com/PP/Help%20Desk/Help%20Desk%20Presentation.ppt

• https://www.energy.siemens.com/hq/en/services/power-transmission-distribution-smart-grid/switchgear-services/service-level-agreements.htm#content=Description

• https://www.thebalance.com/service-level-agreements-sla-2275998

• https://www.city.ac.uk/__data/assets/pdf_file/0007/133936/Service-Level-Agreements.pdf