A nationwide IT helpdesk, built on real service-level KPIs

My role: I designed and ran the nationwide helpdesk program, including its KPIs and backup strategy.

Petro Rabigh (Rabigh Refining and Petrochemical Company) is a multi-billion-dollar joint venture between Saudi Aramco and Sumitomo Chemical, operating one of the world’s largest integrated refining and petrochemical complexes.

I designed and implemented a nationwide IT helpdesk for the organization, built around measurable service-delivery KPIs, a technology needs assessment, and a formal data-backup strategy — not just a ticketing system, but an accountable support operation.

The result was a support function the business could actually measure — response times, resolution rates, and data integrity all tracked against defined targets rather than left to informal expectation.