The international Help Desk Institute (HDI), based in Kent, England, has recognized and certified Saudi Aramco Information Technology's Customer Contact Center. HDI is an authority on help-desk and IT support issues, setting standards for the industry and providing customized training and qualification programs to professionals. The IT Customer Contact Center provides computer, communications and office equipment support around the clock to more than 70,000 people. "To this end, a number of training programs and changes in support systems and procedures were identified to enhance work processes and train division employees. The aim was to guarantee quality of service to customers and improve coordination with support organizations through use of current methods." In the program, 140 employees received training and obtained certificates as customer support specialists, analysts and managers. -
