
Service Desk Analyst with Modern Tools
Course Info
Course Material
- Service Desk Analyst Bootcamp - Program Overview
- Program Structure
- Learning Methodology
- Success Metrics
- Capstone Project
- Time Commitment
- Prerequisites
- Tools and Technologies
- Career Outcomes
- Chapter 1: Customer-Centric Foundations
- Session 1: Introduction to the SDA Role
- Session 2: Empathy Mapping and Persona Creation
- Session 3: Customer Journey Mapping
- Chapter Summary
- Chapter 2: Communication Skills
- Session 4: Business Communication Basics
- Session 5: Customer Satisfaction Metrics and KPIs
- Session 6: Handling Difficult Customer Scenarios
- Chapter Summary
- Chapter 3: Technical Troubleshooting
- Session 7: Problem-Solving Framework
- Session 8: OS and Software Troubleshooting (Linux & Windows)
- Session 9: Hardware and Peripheral Diagnostics
- Chapter Summary
- Chapter 4: Ticketing Systems
- Session 10: Ticketing Tools Overview
- Session 11: Ticket Lifecycle Management
- Session 12: Ticket Triage and Workflow
- Session 13: ITIL/ITSM Operations
- Session 14: SLAs and Escalation Paths
- Session 15: Reporting and Logs
- Chapter Summary
- Chapter 5: Data Analysis with SQL
- Session 16: SQL Basics (PostgreSQL)
- Session 17: Filtering and Aggregation
- Session 18: Real-World Query Challenge
- Chapter Summary
- Chapter 6: Containerization with Docker
- Session 19: Why Docker in Support
- Session 20: CLI & Docker Commands
- Session 21: Troubleshooting Containers
- Chapter Summary
- Chapter 7: CRM Systems
- Session 22: CRM Interface Exploration
- Session 23: CRM Simulation
- Session 24: Integrating Tools and Mapping Flows
- Chapter Summary
- Chapter 8: Documentation and Knowledge Bases
- Session 25: Documentation Types and Best Practices
- Session 26: Writing a KB Article with Screenshots
- Session 27: Documentation Tools (Confluence, Notion)
- Chapter Summary
- Chapter 9: Team Collaboration
- Session 28: Roles in a Tech Organization
- Session 29: Async Communication Tools and Patterns
- Chapter Summary
- Chapter 10: Incident Management
- Session 30: Incident Collaboration & Root Cause Analysis
- Session 31: Ticket Queue Management
- Session 32: Shift Handoff Procedures
- Chapter Summary
- Chapter 11: Capstone Project
- Session 33: Reflection & Feedback
- Session 34: Capstone Preparation
- Session 35: TECHTalk Presentation
- Session 36: Final Evaluations
- Chapter Summary
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.
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