Service Desk Analyst with Modern Tools
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Course Material

  • Service Desk Analyst Bootcamp - Program Overview
  • Program Structure
  • Learning Methodology
  • Success Metrics
  • Capstone Project
  • Time Commitment
  • Prerequisites
  • Tools and Technologies
  • Career Outcomes
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    Program Overview Quiz1 attempt allowed
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    Program Goals Reflection
  • Chapter 1: Customer-Centric Foundations
  • Session 1: Introduction to the SDA Role
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    SDA Role Understanding1 attempt allowed
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    Role Reflection Exercise
  • Session 2: Empathy Mapping and Persona Creation
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    Empathy Mapping Quiz1 attempt allowed
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    Persona Creation Activity
  • Session 3: Customer Journey Mapping
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    Customer Journey Quiz1 attempt allowed
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    Journey Mapping Activity
  • Chapter Summary
  • Chapter 2: Communication Skills
  • Session 4: Business Communication Basics
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    Communication Basics Quiz1 attempt allowed
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    Email Writing Practice
  • Session 5: Customer Satisfaction Metrics and KPIs
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    Support Metrics Quiz1 attempt allowed
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    Metrics Analysis Activity
  • Session 6: Handling Difficult Customer Scenarios
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    Difficult Customer Handling Quiz1 attempt allowed
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    Difficult Scenario Practice
  • Chapter Summary
  • Chapter 3: Technical Troubleshooting
  • Session 7: Problem-Solving Framework
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    Troubleshooting Framework Quiz1 attempt allowed
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    Troubleshooting Scenario Practice
  • Session 8: OS and Software Troubleshooting (Linux & Windows)
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    OS Troubleshooting Quiz1 attempt allowed
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    OS Troubleshooting Practice
  • Session 9: Hardware and Peripheral Diagnostics
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    Hardware Diagnostics Quiz1 attempt allowed
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    Hardware Troubleshooting Practice
  • Chapter Summary
  • Chapter 4: Ticketing Systems
  • Session 10: Ticketing Tools Overview
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    Ticketing Tools Quiz1 attempt allowed
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    Platform Selection Activity
  • Session 11: Ticket Lifecycle Management
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    Ticket Lifecycle Quiz1 attempt allowed
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    Ticket Lifecycle Practice
  • Session 12: Ticket Triage and Workflow
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    Ticket Triage Quiz1 attempt allowed
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    Ticket Triage Practice
  • Session 13: ITIL/ITSM Operations
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    ITIL/ITSM Quiz1 attempt allowed
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    ITIL Process Practice
  • Session 14: SLAs and Escalation Paths
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    SLA and Escalation Quiz1 attempt allowed
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    SLA Design Activity
  • Session 15: Reporting and Logs
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    Reporting and Logs Quiz1 attempt allowed
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    Reporting Design Practice
  • Chapter Summary
  • Chapter 5: Data Analysis with SQL
  • Session 16: SQL Basics (PostgreSQL)
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    SQL Basics Quiz1 attempt allowed
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    Practice: Retrieve and filter tickets
  • Session 17: Filtering and Aggregation
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    Aggregation Quiz1 attempt allowed
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    Practice: KPI calculations
  • Session 18: Real-World Query Challenge
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    Query Challenge Quiz1 attempt allowed
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    Capstone: Weekly ops report
  • Chapter Summary
  • Chapter 6: Containerization with Docker
  • Session 19: Why Docker in Support
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    Why Docker Quiz1 attempt allowed
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    Exercise: Use cases
  • Session 20: CLI & Docker Commands
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    Docker CLI Quiz1 attempt allowed
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    Exercise: Run a stack
  • Session 21: Troubleshooting Containers
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    Troubleshooting Quiz1 attempt allowed
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    Exercise: Broken container drill
  • Chapter Summary
  • Chapter 7: CRM Systems
  • Session 22: CRM Interface Exploration
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    CRM Exploration Quiz1 attempt allowed
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    Hands-on: Explore and capture the CRM
  • Session 23: CRM Simulation
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    CRM Simulation Quiz1 attempt allowed
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    Simulation: Log and resolve a case
  • Session 24: Integrating Tools and Mapping Flows
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    Integration Quiz1 attempt allowed
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    Exercise: Map your integration
  • Chapter Summary
  • Chapter 8: Documentation and Knowledge Bases
  • Session 25: Documentation Types and Best Practices
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    Documentation Basics Quiz1 attempt allowed
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    Exercise: Documentation audit
  • Session 26: Writing a KB Article with Screenshots
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    KB Writing Quiz1 attempt allowed
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    Exercise: Write a KB article
  • Session 27: Documentation Tools (Confluence, Notion)
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    Tools and Governance Quiz1 attempt allowed
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    Exercise: Space design
  • Chapter Summary
  • Chapter 9: Team Collaboration
  • Session 28: Roles in a Tech Organization
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    Team Roles Quiz1 attempt allowed
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    Exercise: Handoff quality
  • Session 29: Async Communication Tools and Patterns
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    Async Communication Quiz1 attempt allowed
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    Exercise: Status update practice
  • Chapter Summary
  • Chapter 10: Incident Management
  • Session 30: Incident Collaboration & Root Cause Analysis
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    Incident Management Quiz1 attempt allowed
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    Exercise: Mini-RCA
  • Session 31: Ticket Queue Management
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    Queue Management Quiz1 attempt allowed
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    Exercise: Triage drill
  • Session 32: Shift Handoff Procedures
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    Shift Handoff Quiz1 attempt allowed
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    Exercise: Prepare a handoff
  • Chapter Summary
  • Chapter 11: Capstone Project
  • Session 33: Reflection & Feedback
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    Exercise: Portfolio evidence
  • Session 34: Capstone Preparation
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    Capstone Prep Quiz1 attempt allowed
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    Exercise: Capstone outline
  • Session 35: TECHTalk Presentation
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    Exercise: Rehearsal checklist
  • Session 36: Final Evaluations
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    Evaluation Quiz1 attempt allowed
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    Exercise: Personal development plan
  • 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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