(Saudi National Only)
Grade: 07
Location: RIYADH
Advert closing: 27/07/2025
Job Purpose:
Customer facing role and first point of contact for customers’ inquiry and/or reported fault with first call fix capabilities.
To address IT Service user inquiries, and to assist customers in resolving technical incidents through use of scripted guidance and a defined escalation process, logging and tracking inquiries using an incident management database. Also, maintain history records and related documentation.
In addition, customer facing role and first point of contact for customers’ inquiry and/or reported fault with first call fix capabilities.
Responsibilities
Accountabilities:
- Gathers and record information; from Phone calls, Voice messages, and emails to enable incident registration and resolution and promptly allocates incidents as appropriate.
- Receives incidents reported by third party partners and vendors by phone calls, voice messages and emails
IT Service Management:
- Communicate with customers of the service desk/help desk effectively, empathetically, courteously, and in a timely manner, in relation to incidents and service requests relevant to them, efficiently use the telephone set or other means of communication.
- Understand computerized data entry systems and use these systems to track activities.
- Accurately validate, categorise, prioritise, and assign incoming incidents and service requests in line with procedures
- Apply technical knowledge/experience to understand, document, and begin customer resolution process.
- Carry out first call fixes
- Refer or escalate unfulfilled service requests and unclosed incidents in line with procedures
- Record incidents that fixes are not documented for at the service desk
- Strictly comply with the agreed SLAs
- Make a successful contribution to ISE projects and services, applying ISE‘s standard processes.
- Demonstrably adhere to the processes such that exist and assisting in ISE achieving and maintaining industry level accreditation and maximising customer satisfaction.
- Complete development activities identified in approved development plan
- Support the generation of incident reports and call logs.
Job Requirements:
- No previous experience is required
- Must have a passion to learn and experience new role
- Basic computer knowledge in windows application
- Fluency in English is preferred
- High School is required, IT in Diploma is preferred
SAUDI NATIONAL EMPLOYEE BENEFITS
In return for the required high levels of commitment and hard work you will receive a competitive salary and benefits package, including a generous leave and leave allowance, a full health care scheme and access to discounted gym membership.
ISE
International Systems Engineering (ISE), established in 1988, is part of BAE Systems’ global portfolio. For over 30 years.
International System Engineering (ISE) is a trusted provider in delivering secure mission-critical solutions, services and cutting-edge technologies. ISE products portfolio includes Cybersecurity, Secure Infrastructure/Cloud Management, Secure Network & Domain Management, Application Support & Development, End User Computing & Support, and IT Service Management.
Aligned with the Kingdom’s national objectives, ISE is committed to investing in local talent, advanced technologies, and strong partnerships with both international and local suppliers. Our efforts continues to grow in line with Saudi Vision 2030 in improving national capabilities in high technology areas and contribute to building a highly skilled, inclusive, and future-ready team.
Note: All appointments in Saudi Arabia are subject to receipt of all necessary Government and/or Customer approvals. If you are Ex-military, you MUST submit your end of service certificate with your application. We aim to complete the assessment and selection process within 3 weeks from closing date.