Paper Title
Improvement Usability of Service Desk its Website Using Think-Aloud Method

Abstract
Institut Teknologi Sepuluh Nopember has service desk website to serve reporting of incidents and requests from users. Currently, the website is only applied in DPTSI ITS for IT services. In the future, ITS hopes that website can be used for all ITS services. But based on observation, some users still do not understand the use of website. This study aims to evaluate usability of service desk website using think-aloud method. In this method, the study observes users when performing a task and then express choices, feelings and thoughts when testing the website. The Nielsen Guidelines method as a basis for assessment. There were criteria in the assessment: 1) Navigation; 6) Search; 7) UI Widget; 8) Windows Title; 9) URLs; 10) Communicating Technical Problems and Handling Emergencies. The Output of this study is proposed usability improvements for service desk website, so the website can be applied for all ITS services optimally. Keywords - Usability, Service Desk, Think-Aloud, Nielsen Guidelines