INSTITUT PERTANIAN BOGOR DIDSI
Kode
LOaDED IPB PROSEDUR OPERASIONAL BAKU PENYELENGGARAAN E-LEARNING IPBPanduan IT
Tanggal Berlaku Nomor Revisi
Formatted: Space Before: 3 pt, After: 3 pt
: POB-Layanan008JIPB/50-02
Formatted: Left, Space Before: 3 pt, After: 3 pt
:
02/09/201101/08/201
1
Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
: 004
Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
HelpDesk
Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
TUJUAN 1.1. Memberikan kemudahan pelayanan TIK bagi Civitas Akademik IPB melalui media internet. 1.1.2.
Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
Mengurangi biaya cetak (paperless)
1.3. Pelayanan Prima untuk merespon keluhan secara cepat dan real time RUANG LINGKUP 1.1. Prosedur operasional baku mencakup kompetensi dan tanggung jawab IT-HelpDesk dan Aturan Kerja Layanannya. DEFINISI Istilah-istilah dalam operasional baku ini dapat dilihat pada Kamus Istilah ICT DKSI IPB.
Formatted: Space After: 4 pt, Don't add space between paragraphs of the same style Formatted: Justified, Indent: Left: 0,63 cm, Hanging: 0,87 cm, Space Before: 0 pt, After: 4 pt, Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned at: 1,9 cm + Indent at: 1,27 cm Formatted: Space After: 4 pt Formatted: Space After: 4 pt, Don't add space between paragraphs of the same style Formatted: Indent: Left: 0,63 cm, Hanging: 0,87 cm, Space After: 4 pt, Add space between paragraphs of the same style, Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned at: 1,9 cm + Indent at: 1,27 cm Formatted: Space After: 0 pt, Don't add space between paragraphs of the same style, Line spacing: Multiple 1,15 li Formatted: Space After: 4 pt
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1
INSTITUT PERTANIAN BOGOR DIDSI
Kode
LOaDED IPB PROSEDUR OPERASIONAL BAKU PENYELENGGARAAN E-LEARNING IPBPanduan IT
Tanggal Berlaku Nomor Revisi
Formatted: Space Before: 3 pt, After: 3 pt
: POB-Layanan008JIPB/50-02
Formatted: Left, Space Before: 3 pt, After: 3 pt
:
02/09/201101/08/201
1
Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
: 004
Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
HelpDesk
2.
Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
KETENTUAN UMUM 2.1.4.1. Kompetensi 1.4.1.1. Memiliki Latar Belakang Pendidikan Komputer yang baik 2.4.1.2. Memiliki pengetahuan mengenai sub bidang yang dikelola DKSI dan Tupoksi masing-masing SubDit. 4.1.1.4.1.3. Memiliki kemampuan berbahasa yang baik. 2.2.4.2.
Tugas Pokok dan Fungsi IT-HelpDesk
3.4.2.1.
Memahami kerja system HelpDesk di alamat : http://it-heldesk.ipb.ac.id
4.4.2.2. Menyelesaikan permasalahan yang terkait dengan layanan IT sederhana 4.1.2.4.2.3. Melayani Registrasi dan Komplain pengguna IT di lingkungan Civitas Akademika untuk seluruh layanan TIK, antara lain Web Hosting, Email, User Access, Koneksi Internet, dll. 4.1.3.4.2.4. Melakukan layanan kepada pengguna TIK IPB perihak korespondensi dan konfirmasi keluhan layanan TI.
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Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
2
Formatted: Space After: 4 pt, Add space between paragraphs of the same style, No bullets or numbering Formatted: Indent: Left: 0,5 cm, Hanging: 1 cm, Space After: 0 pt, Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned at: 4,29 cm + Indent at: 2,78 cm Formatted: Indent: Left: 0,63 cm, Hanging: 0,87 cm, Space After: 4 pt, Add space between paragraphs of the same style, Outline numbered + Level: 2 + Numbering Style: 1, 2, 3, … + Start at: 1 + Alignment: Left + Aligned at: 4,29 cm + Indent at: 2,78 cm
INSTITUT PERTANIAN BOGOR DIDSI
Kode
LOaDED IPB PROSEDUR OPERASIONAL BAKU PENYELENGGARAAN E-LEARNING IPBPanduan IT
Tanggal Berlaku Nomor Revisi
Formatted: Space Before: 3 pt, After: 3 pt
: POB-Layanan008JIPB/50-02
Formatted: Left, Space Before: 3 pt, After: 3 pt
:
02/09/201101/08/201
1
Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
: 004
Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
HelpDesk
Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
Formatted: Indent: Hanging: 0,63 cm, Space After: 4 pt, Add space between paragraphs of the same style, Outline numbered + Level: 1 + Numbering Style: 1, 2, 3, … + Start at: 4 + Alignment: Left + Aligned at: 0,63 cm + Indent at: 0,63 cm
2.3.5. PROSES BISNIS IT HELPDESK
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Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
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INSTITUT PERTANIAN BOGOR DIDSI
Kode
LOaDED IPB PROSEDUR OPERASIONAL BAKU PENYELENGGARAAN E-LEARNING IPBPanduan IT
Tanggal Berlaku Nomor Revisi
Formatted: Space Before: 3 pt, After: 3 pt
: POB-Layanan008JIPB/50-02
Formatted: Left, Space Before: 3 pt, After: 3 pt
:
02/09/201101/08/201
1
Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
: 004
Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
HelpDesk
Dilarang memperbanyak dokumen ini tanpa izin manajemen DIDSI IPB
Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
4
INSTITUT PERTANIAN BOGOR DIDSI
Kode
LOaDED IPB PROSEDUR OPERASIONAL BAKU PENYELENGGARAAN E-LEARNING IPBPanduan IT
Tanggal Berlaku Nomor Revisi
Formatted: Space Before: 3 pt, After: 3 pt
: POB-Layanan008JIPB/50-02
Formatted: Left, Space Before: 3 pt, After: 3 pt
:
02/09/201101/08/201
1
Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
: 004
Formatted: Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
HelpDesk
Formatted: Left, Space Before: 3 pt, After: 3 pt, Don't keep with next, Don't keep lines together
6. RINCIAN PROSEDUR 1. IT HelpDesk melakukan monitoring di alamat situs http://it-helpdesk.ipb.ac.id . 2. Jika terdapat keluhan pada aplikasi IT Helpdesk atau dari media lainnya maka IT Helpdesk bisa langsung melayaninya jika keluhan yang disampaikan sederhana dan mampu diatasi. 3. Jika keluhan yang diterima rumit maka proses layanan dikonfirmasi ke masingmasing Subdit (Infrastruktur dan Jaringan, Data, atau Aplikasi dan Layanan Sistem Informasi) untuk diselesaikan setiap permasalahan yang dikeluhkan. 4. Kasubdit terkait menyampaikan konfirmasi penyelesaian keluhan kepada IT Helpdesk 5. IT HelpDesk melakukan konfirmasi kepada pengguna selambat-lambatnya 2 hari setelah keluhan diterima. Formatted: Indent: Left: 1,5 cm, Space After: 4 pt, Add space between paragraphs of the same style, Line spacing: single, No bullets or numbering
DOKUMEN PENDUKUNG N/A 5.7.
Formatted: Space After: 4 pt, Don't add space between paragraphs of the same style
Penanggung Jawab : IT HelpDesk
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