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Service Desk Analyst with Modern Tools

Service Desk Analyst with Modern Tools

Abdurrachman M, Huda Kurniawan, Ragil Zakaria, and Muhamad Iqbal Bramanto

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About

About

About the Course

Price

Course Price

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$2,000.00

$2,500.00

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Instructors

About the Instructors

Abdurrachman M

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.

Huda Kurniawan

Ragil Zakaria

Muhamad Iqbal Bramanto

Material

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 Quiz

    1 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 Quiz

    1 attempt allowed

  • Setup Verification Exercise

  • Chapter 1: Orientation & Soft Skills Foundation

  • Chapter Learning Objectives

  • Session 1: Introduction to the SDA Role

  • SDA Role Understanding

    1 attempt allowed

  • Role Reflection Exercise

  • Session 2: Empathy Mapping and Persona Creation

  • Empathy Mapping Quiz

    1 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 Quiz

    1 attempt allowed

  • Self-Assessment Rubric: Chapter 2

  • Professional Writing Practice

  • Session 4: In-Depth Case Study: Mastering Service Desk KPIs

  • Support Metrics Quiz

    1 attempt allowed

  • Metrics Analysis Activity

  • Session 5: Emotional Intelligence and Advanced Conflict Resolution

  • Difficult Customer Handling Quiz

    1 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 Quiz

    1 attempt allowed

  • Communication Practice

  • Session 7: Problem Solving Framework

  • Troubleshooting Framework Quiz

    1 attempt allowed

  • Self-Assessment Rubric: Chapter 3

  • Troubleshooting Scenario Practice

  • Session 8: OS & Software Troubleshooting (Windows/Linux)

  • OS Troubleshooting Quiz

    1 attempt allowed

  • OS Troubleshooting Practice

  • Session 9: Common Issues - Hardware (with introductory RCA)

  • Hardware Diagnostics Quiz

    1 attempt allowed

  • Hardware Troubleshooting Practice

  • Root Cause Analysis Quiz

    1 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 Quiz

    1 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 Quiz

    1 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 Quiz

    1 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 Quiz

    1 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 Quiz

    1 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 Quiz

    1 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 Quiz

    1 attempt allowed

  • Self-Assessment Rubric: Chapter 5

  • Practice: Retrieve and filter tickets

  • Session 17: Filtering and Aggregation - Pair Programming

  • Aggregation Quiz

    1 attempt allowed

  • Practice: KPI calculations

  • Session 18: Real-World Query Challenge - Submit 3 SQL queries + results

  • Query Challenge Quiz

    1 attempt allowed

  • Capstone: Weekly ops report

  • Session 19: Class discussion - Assignment Review

  • Why Docker Quiz

    1 attempt allowed

  • Exercise: Use cases

  • Session 20: SSH and Docker CLI practice - Pair Programming

  • Docker CLI Quiz

    1 attempt allowed

  • Exercise: Run a stack

  • Session 21: Broken container demo + fix steps - Run container and submit report

  • Troubleshooting Quiz

    1 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 Quiz

    1 attempt allowed

  • Self-Assessment Rubric: Chapter 6

  • Assignment Review: Explore and capture the CRM

  • Session 23: CRM Simulation

  • CRM Simulation Quiz

    1 attempt allowed

  • Code Review: Log and resolve a case

  • Session 24: Integrating Tools and Mapping Flows

  • Integration Quiz

    1 attempt allowed

  • Submit CRM journey log + screenshots

  • Session 25: Documentation Types and Best Practices

  • Documentation Basics Quiz

    1 attempt allowed

  • Assignment Review: Documentation audit

  • Session 26: Writing a KB Article with Screenshots

  • KB Writing Quiz

    1 attempt allowed

  • Write a KB article with screenshots

  • Session 27: Documentation Tools (Confluence, Notion)

  • Tools and Governance Quiz

    1 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 Quiz

    1 attempt allowed

  • Self-Assessment Rubric: Chapter 7

  • Exercise: Handoff quality

  • Session 29: Async Communication Tools and Patterns

  • Async Communication Quiz

    1 attempt allowed

  • Exercise: Status update practice

  • Session 30: Team Incident Drill + Root Cause Analysis

  • Incident Collaboration Quiz

    1 attempt allowed

  • Exercise: Team RCA Practice

  • Session 31: Ticket Queue Management

  • Queue Management Quiz

    1 attempt allowed

  • Exercise: Triage Drill

  • Session 32: Shift Handoff Procedures

  • Shift Handoff Quiz

    1 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 Quiz

    1 attempt allowed

  • Self-Assessment Rubric: Chapter 8

  • Exercise: Capstone outline

  • Session 35: TECHTalk Presentation

  • Exercise: Rehearsal checklist

  • Session 36: Final Evaluations

  • Evaluation Quiz

    1 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

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