Service Desk Analyst with Modern Tools
Course Info
Course Material
- Service Desk Analyst Bootcamp - Program Overview
- Expert Instructors
- Who This Program Is For
- What You’ll Learn
- Program Structure
- Chapter-by-Chapter Outcomes and Activities
- Program Logistics
- Accessibility Features
- Assessment & Certification
- Getting Started
- Learning Resources
- Frequently Asked Questions
- Glossary (Selected)
- Success Metrics
- Prerequisites
- Technology Stack
- Career Outcomes
- Program Overview Quiz1 attempt allowed
- Program Goals Reflection
- Chapter 0.5: Technical Environment Setup
- Learning Objectives
- Overview
- System Requirements
- PostgreSQL Setup
- Database Client Setup
- Docker Setup
- Text Editor/IDE Setup
- CoolPay Database Setup
- Verification Exercises
- Troubleshooting Common Issues
- Next Steps
- Getting Help
- Setup Verification Quiz1 attempt allowed
- Setup Verification Exercise
- Chapter 1: Orientation & Soft Skills Foundation
- Chapter Learning Objectives
- Session 1: Introduction to the SDA Role
- SDA Role Understanding1 attempt allowed
- Role Reflection Exercise
- Session 2: Empathy Mapping and Persona Creation
- Empathy Mapping Quiz1 attempt allowed
- Self-Assessment Rubric: Chapter 1
- Persona Creation Activity
- Chapter Summary
- Chapter 2: Customer Service Excellence (Early Access)
- Chapter Learning Objectives
- Session 3: Business Communication and Professional Writing
- Communication Roleplay Practice
- Business Communication Quiz1 attempt allowed
- Self-Assessment Rubric: Chapter 2
- Professional Writing Practice
- Session 4: In-Depth Case Study: Mastering Service Desk KPIs
- Support Metrics Quiz1 attempt allowed
- Metrics Analysis Activity
- Session 5: Emotional Intelligence and Advanced Conflict Resolution
- Difficult Customer Handling Quiz1 attempt allowed
- Difficult Scenario Practice
- Chapter Summary
- Chapter 3: Troubleshooting & Problem Solving (Early Access)
- Chapter Learning Objectives
- Session 6: Professional Language & Tone (Expanded Edition)
- Professional Communication Quiz1 attempt allowed
- Communication Practice
- Session 7: Problem Solving Framework
- Troubleshooting Framework Quiz1 attempt allowed
- Self-Assessment Rubric: Chapter 3
- Troubleshooting Scenario Practice
- Session 8: OS & Software Troubleshooting (Windows/Linux)
- OS Troubleshooting Quiz1 attempt allowed
- OS Troubleshooting Practice
- Session 9: Common Issues - Hardware (with introductory RCA)
- Hardware Diagnostics Quiz1 attempt allowed
- Hardware Troubleshooting Practice
- Root Cause Analysis Quiz1 attempt allowed
- Root Cause Analysis Practice
- Chapter Summary
- Chapter 4: Helpdesk Tools & IT Operations (Early Access)
- Chapter Learning Objectives
- Session 10: Ticketing Tools Overview
- Ticketing Tools Quiz1 attempt allowed
- Self-Assessment Rubric: Chapter 4
- Platform Selection Activity
- Assignment Review Activity
- Hands-on Ticket Lab
- Hands-On Lab: Jira Service Management
- Hands-On Lab: Zendesk Configuration
- Platform Comparison Case Study
- Workflow Automation Design
- Ticketing System Troubleshooting
- Advanced Configuration Practice
- Session 11: Ticket Lifecycle Management
- Ticket Lifecycle Quiz1 attempt allowed
- Ticket Lifecycle Practice
- Hands-On Practice: Complete Ticket Lifecycle
- Queue Triage Drill
- Complete Ticket Lifecycle Practice
- Priority Classification Workshop
- Status Transition Practice
- SLA Management Simulation
- Complex Ticket Scenario Practice
- Session 12: Internal Processes
- Ticket Triage Quiz1 attempt allowed
- Ticket Triage Practice
- Process a Mock Ticket Lifecycle Activity
- Rapid Triage Challenge
- Queue Balancing Practice
- Internal Notes and Documentation Practice
- Tagging System Design
- Shift Handover Practice
- Session 13: ITIL/ITSM Operations
- ITIL/ITSM Quiz1 attempt allowed
- ITIL Process Practice
- ITIL Assignment Review Activity
- SLA Breach Simulation
- ITIL Process Application Exercise
- ITIL Lifecycle Workshop
- Incident vs Problem Practice
- Change Management Simulation
- ITSM Integration Practice
- Session 14: SLAs and Escalation Paths
- SLA and Escalation Quiz1 attempt allowed
- SLA Design Activity
- SLA Configuration Review Activity
- SLA Design Workshop
- Escalation Decision Practice
- SLA Breach Response Simulation
- Complex Escalation Scenarios
- Session 15: Reporting and Logs
- Reporting and Logs Quiz1 attempt allowed
- Reporting Design Practice
- Create an Incident Log Report Activity
- Reporting Dashboard Design
- Log Analysis Practice
- Incident Report Writing Practice
- Trend Analysis Practice
- Comprehensive Reporting Project
- Chapter Summary
- Chapter 5: Data & Systems Knowledge (Early Access)
- Chapter Learning Objectives
- Session 16: SQL Basics (PostgreSQL) - Assignment Review
- SQL Basics Quiz1 attempt allowed
- Self-Assessment Rubric: Chapter 5
- Practice: Retrieve and filter tickets
- Session 17: Filtering and Aggregation - Pair Programming
- Aggregation Quiz1 attempt allowed
- Practice: KPI calculations
- Session 18: Real-World Query Challenge - Submit 3 SQL queries + results
- Query Challenge Quiz1 attempt allowed
- Capstone: Weekly ops report
- Session 19: Class discussion - Assignment Review
- Why Docker Quiz1 attempt allowed
- Exercise: Use cases
- Session 20: SSH and Docker CLI practice - Pair Programming
- Docker CLI Quiz1 attempt allowed
- Exercise: Run a stack
- Session 21: Broken container demo + fix steps - Run container and submit report
- Troubleshooting Quiz1 attempt allowed
- Exercise: Broken container drill
- Chapter Summary
- Chapter 6: Customer & Knowledge Systems (Early Access)
- Chapter Learning Objectives
- Session 22: CRM Interface Exploration
- CRM Exploration Quiz1 attempt allowed
- Self-Assessment Rubric: Chapter 6
- Assignment Review: Explore and capture the CRM
- Session 23: CRM Simulation
- CRM Simulation Quiz1 attempt allowed
- Code Review: Log and resolve a case
- Session 24: Integrating Tools and Mapping Flows
- Integration Quiz1 attempt allowed
- Submit CRM journey log + screenshots
- Session 25: Documentation Types and Best Practices
- Documentation Basics Quiz1 attempt allowed
- Assignment Review: Documentation audit
- Session 26: Writing a KB Article with Screenshots
- KB Writing Quiz1 attempt allowed
- Write a KB article with screenshots
- Session 27: Documentation Tools (Confluence, Notion)
- Tools and Governance Quiz1 attempt allowed
- Assignment Review: Space design
- Chapter Summary
- Chapter 7: Team Collaboration (Early Access)
- Chapter Learning Objectives
- Session 28: Roles in a Tech Organization
- Team Roles Quiz1 attempt allowed
- Self-Assessment Rubric: Chapter 7
- Exercise: Handoff quality
- Session 29: Async Communication Tools and Patterns
- Async Communication Quiz1 attempt allowed
- Exercise: Status update practice
- Session 30: Team Incident Drill + Root Cause Analysis
- Incident Collaboration Quiz1 attempt allowed
- Exercise: Team RCA Practice
- Session 31: Ticket Queue Management
- Queue Management Quiz1 attempt allowed
- Exercise: Triage Drill
- Session 32: Shift Handoff Procedures
- Shift Handoff Quiz1 attempt allowed
- Exercise: Prepare a Handoff
- Chapter Summary
- Chapter 8: Capstone Project (Early Access)
- Chapter Learning Objectives
- Session 33: Reflection & Feedback
- Exercise: Portfolio evidence
- Session 34: Capstone Preparation
- Capstone Prep Quiz1 attempt allowed
- Self-Assessment Rubric: Chapter 8
- Exercise: Capstone outline
- Session 35: TECHTalk Presentation
- Exercise: Rehearsal checklist
- Session 36: Final Evaluations
- Evaluation Quiz1 attempt allowed
- Exercise: Personal development plan
- Chapter Summary
- Appendix A: CoolPay Co. — Cohort Scenario
- Quick Facts
- Core Systems & Tools
- Organization Snapshot
- Personas (use across roleplays)
- Data Artifacts (for exercises)
- SLAs & KPIs (reference)
- Common Issues Catalog
- Escalation Matrix (simplified)
- Runbook Templates (samples)
- Roleplay Prompts (use across chapters)
- SQL Practice Ideas
- Docker/CLI Troubleshooting Lab Seed
- Incident Drill Seed (P1 Callback Delay)
- Documentation & KB Guidelines (CoolPay context)
- Comprehensive Glossary
Instructors
Hi, I'm Abdu. I trained as an engineering physicist and turned to software engineer, tech mentor, consultant, and entrepreneur. I’m passionate about entrepreneurship, software engineering education, technology innovation, product management, and human-centered design.
I've worked with and contributed to businesses of various sizes—from the company I founded (Kulkul) to early-stage startups (Wonderlabs, ErudiFi), a rapidly growing startup (Midtrans), startup unicorns (Go-Jek, Picnic, Bol), a multi-billion dollar corporation (Microsoft), and even a non-profit (Open Learning Exchange). My roles have spanned Development, Testing, Operations, Scaling, Data, and Sales.
These days, I focus on documenting and sharing my experiences in software engineering, mentorship, and entrepreneurship through books, articles, newsletters, and various open online content. I capture lessons learned from real-world projects and cross-cultural collaboration.
I believe that software engineering, like many problem-solving fields, requires contextual solutions. What I brought to every company — from early-stage ErudiFi to unicorn startup Go-Jek — was a tailored, thoughtful approach, not just a blind application of best practices.
I'm currently working at Bol in the Netherlands, continuing to grow as a software engineer while writing and sharing what I’ve learned along the way.
Community
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