Manajemen Helpdesk dan Dukungan Teknis di Sekolah Berbasis Pembelajaran Digital

Didit Darmawan (Universitas Sunan Giri Surabaya, Fakultas Pendidikan Agama islam)
Putri kholifatul Khasanah (Pendidikan Agama Islam (PAI), Fakultas Agama Islam, Universitas Sunan Giri Surabaya, Indonesia)
Rosita Suciati (Pendidikan Agama Islam (PAI), Fakultas Agama Islam, Universitas Sunan Giri Surabaya, Indonesia)
Rahayu Mardikaningsih (Manajemen, Fakultas Ekonomi, Universitas Sunan Giri Surabaya, Indonesia)
Nurul Ilmiyah Al Makrufah (Pendidikan Agama Islam (PAI), Fakultas Agama Islam, Universitas Sunan Giri Surabaya, Indonesia)

Al-Fatih: Jurnal Pendidikan dan Keislaman
Vol. 9 No. 2 (2026): Jurnal Pendidikan dan Keislaman Vol. 9 No. 2, Juli-Desember 2026

Technical disruptions in technology-enhanced schools frequently interrupt lessons and diminish user confidence. This study aims to design a helpdesk management model as a systematic solution to support the continuity of digital learning. Using a qualitative literature review, this study synthesizes organizational management principles to develop an effective technical support framework. The findings identify four pillars of helpdesk management: a clear team structure, structured incident reporting procedures, defined response time standards, and self-directed troubleshooting training for teachers and students. Successful implementation relies on transparent communication, systematic case documentation, and the formal recognition of the helpdesk unit within the school organization. The main contribution of this research is an integrated framework that transforms technical support from incidental tasks into a structured management system that bolsters pedagogical innovation. This model provides practical guidance for school leaders to plan and evaluate technical services to maintain stable digital learning environments.