DHAHRAN - Saudi Aramco Information Technology's Customer Contact Centre and the SAP Knowledge Centre have been certified by Help Desk Institute (HDI). HDI's mission is to lead and promote the customer service and technical support industry by empowering its members through timely and valuable industry information, including reports and publications, encouraging member collaboration through events and online forums and establishing internationally recognized, standards-based industry certification and training programs.
Saudi Aramco set-up, professionalism and high levels of employee competence had met HDI's rigorous criteria of certification.
In seeking certification, Saudi Aramco partnered with SaudiSoft (ILS Saudi), the master franchisee of International Learning Solutions (ILS), a leading service provider for professional training, business management and consultancy based in Dubai. ILS is the authorized partner of HDI Middle East & Africa and represents most of the IT industry leaders in region. ILS provided Saudi Aramco with onsite consulting services to assess the needs surrounding HDI certification, and then tailored training courses to ensure that Saudi Aramco staff met HDI's meticulous standards. The in-house training involved several courses created for specific staff profiles, such as Help Desk Analysts, Customer Support Specialists, and Help Desk Managers. The training courses included Knowledge Centre Support (KCS) and other specialized support courses.
This process required several stages of HDI observation and analysis to assess the standard of employee skills and work culture. Following assessment improvement plans, the IT Contact Centre and SAP Knowledge Centre were then audited before being awarded certification. Ashraf Saadi, Chairman of ILS, expressed optimism and confidence in the process. "We have no doubt that in today's competitive business environment, our innovative training solutions, proposed and tailored to Saudi Aramco, will effectively contribute to the productivity, creativity and motivation of the employees. Working with them has been a pleasure, and given the positive atmosphere at Saudi Aramco, we are confident that the standards of excellence in the IT and business fields will be maintained."
The entire qualification process was met with enthusiasm by Saudi Aramco management and staff alike. Motivation ran high, and management offered needed support every step of the way. Although the company's main goal is customer satisfaction, nothing was forced upon its employees, and the high levels of voluntary participation only went to show the extent of staff dedication. Staff had always been encouraged to take initiative and to regard their relationship with management as mutual in terms of support and commitment. Omar Ghazi, Manager of IT Customer Care Center, expressing his deep satisfaction, stated "To acquire the support centre Certification from a specialized international institute, a number of training programmes and changes in support systems and procedures were identified to enhance work processes and train division employees. The aim was to guarantee the quality of service to customers and improve coordination with support organizations through the use of current methods."
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About International Learning Solutions (ILS):
ILS, an authorized partner of HDI-Middle East and Africa, is an innovative, customer-oriented professional learning centre, located in the heart of Dubai Knowledge Village. Its aim is to help improve the effectiveness and efficiency of the workforce in the MENA region by offering industry-recognized credentials and certification programmes, professional management training, and IT mentoring to the business, government and education sectors. ILS is built on a long history of success, accomplished by its sister companies and alliance partnerships in the Gulf region, with a great presence in Saudi Arabia.
About Saudi Aramco IT Contact Centre:
The centre provides computer, communications and office-equipment support around the clock to more than 70,000 people, including company employees and dependents. The centre also organizes and schedules system and network changes in coordination with other IT support agencies. The IT Contact Centre's constant development and improvement is essential to meeting Saudi Aramco IT goals, and certification has been a leap in that direction.
About Saudi Aramco SAP Knowledge Centre:
The centre is the single point of contact for more than 40,000 Saudi Aramco SAP users around the world. It operates 24 hours a day, seven days a week. SAP Knowledge Centre receives an average 600 calls per day and has continuous training for all levels of support.
For more information, please contact,
Third Eye PR,
Media Relations Department,
Camelia Adib on,
Tel: +971 4 3612749,
Mobile: + 971 50 4550608,
Email: camelia@thirdeyepr.com
© Press Release 2006
