Service Desk Institute Training and Certification Programs provide globally recognized professional development for IT service desk teams — helping organizations improve service quality, process maturity, and customer satisfaction.
Developed by SDI (Service Desk Institute, UK), these programs align with industry best practices for support operations, service desk leadership, and user experience. Participants gain the knowledge and tools to deliver consistent, high-quality IT support, while fostering a culture of continuous improvement and teamwork.
Courses cover areas such as incident handling, ticket escalation, KPIs and metrics, communication and empathy, team leadership, performance coaching, and service desk maturity models. Whether you're an agent, supervisor, or service desk manager, these programs provide structured paths to improve service delivery and align with global standards.
All SDI programs are HRDC claimable and delivered by certified trainers with real-world experience in IT support operations. Whether you're preparing for SDI Service Desk Analyst (SDA) or Service Desk Manager (SDM) certifications, or conducting team-wide upskilling, GemRain ensures a practical, exam-ready experience tailored to Malaysian organizations.
If service is your front line — this is your framework for excellence.
Home | Training Courses |
Service Desk Institute
.jpg)
SDA: Service Desk Analyst
RM4,600.00
ILT/VILT
Become a qualified Service Desk Analyst and boost your levels of customer service support.
The importance of delivering high-quality customer service in today’s support environment means that the responsibilities of IT support analysts are many. As a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.
Ensuring your first-line service desk team deliver excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS, chat or social media – to agreed IT service levels is vital.
Training Duration: 3 Days
- Certificate Of Completion Available
- Group Private Class
- VILT Class Available
- SBL-Khas Claimable
- Exam is included
.jpg)
SDM: Service Desk Manager
RM6,000.00
ILT/VILT
Master the key areas of service desk management, gain the globally recognised Service Desk Manager qualification and lead your team to lasting success.
The Service Desk Manager course provides a thorough understanding of service desk management and leads to a globally recognised professional qualification. This short video explains how this course will ensure you gain the skills needed to steer your service desk to success.
Training Duration: 4 Days
- Certificate Of Completion Available
- Group Private Class
- VILT Class Available
- SBL-Khas Claimable
- Exam is included
Frequently asked questions
What is the Service Desk Institute (SDI)?
SDI is a global professional body for service desk excellence, offering frameworks, training, and certifications to elevate IT support standards and capabilities.
Who should attend SDI training?
Ideal for service desk agents, team leaders, IT support staff, helpdesk managers, and organizations aiming to improve their IT service operations.
Are SDI training programs HRDC claimable?
Yes. All SDI training under GemRain is HRDC claimable for Malaysian companies seeking to upskill their IT support or service management teams.
What certifications are available through SDI training?
We offer training for Service Desk Analyst (SDA) and Service Desk Manager (SDM) certifications, globally recognized in IT support environments.
Is the training hands-on and practical?
Absolutely. Training includes real-world scenarios, simulations, and team-based exercises that reflect common service desk challenges and workflows.
Will this help improve service quality and SLAs?
Yes. SDI frameworks help define service standards, improve communication, reduce resolution times, and align KPIs with business needs.
Can we organize in-house SDI certification training for our team?
Yes. We provide private, HRDC claimable training tailored to your service desk structure, performance gaps, and service improvement goals.