Saudi Aramco

EXPEC Computer Center Case Study

HDI Certified Support Center

Company Name: Saudi Aramco Industry: Oil and gas Headquarters: Dharan, Saudi Arabia Web Site: www.saudiaramco.com Company Profile State-owned Saudi Aramco (Saudi Arabian Oil Company) is the world's number one oil producer, supplying 11% of the worlds oil demand. The company controls proved oil reserves of about 264.2 billion barrels, which is more than 25% of the worlds total and 12 times US reserves. It extracts 8 million barrels a day, operates refineries, markets oil internationally, and distributes it domestically. Saudi Aramco owns a fleet of oil tankers and invests in refineries and distribution networks in other countries; it also owns trillions of cubic feet of gas reserves. Saudi Aramco employs more than 54,000 workers and is headquartered in Dharan. Key market service support offices are located in North America, Europe, and the Far East.

QUICK STATS Products: Exploration, oil and gas operations, refining and distribution, and shipping Employees: 54,000 EXPEC Computer Center: M Customers supported: 4,000 M Call tickets per month: 5,000 M Support Engineers: 150 Certification Benefits: M Proven dedication to industry standards M Increased recognition of the centers outstanding service to executive management and to the company at-large M Continuous improvement programs Auditors: Eugene Ball, Help Desk Solutions Steve Murtagh, Intervox Group

The HDI Support Center Certification is an assurance that EXPEC Computer Center is geared to meet the rigorous and demanding set of performance standards.
Hany Abu Khadra, General Manager Saudi Aramco

www.ThinkHDI.com

(800) 248-5667

EXPEC Computer Center The EXPEC Computer Center services Saudi Aramco employees (located onsite and in remote locations) in the areas of Exploration, Petroleum Engineering and Drilling. Specifically, the 24/7 support group services systems, desktops, industry-related applications, hardware, internet access, security, and databases.

Support Center Certification Benefits to the EXPEC Computer Center Saudi Aramco, a longtime member of Help Desk Institute, is an organization that values certification programs and continuous improvement programs for all of its departments and employees. EXPEC Computer Center sought Support Center Certification for a variety of reasons desire to adhere to industry standards, dedication to best practices, the companys support of certifications and employee growth, and the recognition and reward associated with the program. The HDI Support Center Certification is an assurance that EXPEC Computer Center is geared to meet the rigorous and demanding set of performance standards. It also clearly demonstrates managements dedication to its employees as earning this Certification reflects a positive and rewarding working environment for the employees that provide high levels of service and support. The mission, vision, goals and objectives of the support centers functions are clear, effective and measurable with the corporate strategy of the organization, said Hany Abu Khadra, General Manager, Saudi Aramco.

If youd like to learn more about HDIs Support Center Certification program, or if youre interested in becoming an Auditor, please visit www.ThinkHDI.com, or contact Carrie Higday at chigday@ThinkHDI.com or (800) 248-5667.
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