Beneficiary Care Lead📣 Job Ad

About the Beneficiary Care Lead Role

DXC Technology is seeking a Beneficiary Care Lead to join our team in Riyadh, Saudi Arabia. This full-time position is central to ensuring a high-quality support experience for beneficiaries, encompassing service desk operations, onsite technical assistance, and structured training workshops. Candidates should possess 5-10 years of relevant experience.

Role Purpose and Scope

The Beneficiary Care Lead is responsible for delivering an end-to-end support experience for beneficiaries. This involves ensuring timely issue resolution, maintaining user satisfaction, driving continuous service improvement, and facilitating effective knowledge transfer. The role acts as a key coordinator between beneficiaries, support teams, and stakeholders, promoting a beneficiary-first approach across all support channels.

Key Responsibilities

• Lead and oversee daily Service Desk activities, ensuring timely, accurate, and professional handling of beneficiary requests and incidents.
• Act as an escalation point for complex or high-priority issues, ensuring resolution within agreed Service Level Agreements (SLAs).
• Monitor ticket queues, response times, resolution rates, and beneficiary satisfaction metrics.
• Ensure proper ticket categorization, documentation, and closure in the Service Management system.
• Coordinate with internal IT teams, vendors, and third-party support to resolve technical issues efficiently.
• Drive continuous improvement in Service Desk processes, scripts, and workflows, ensuring compliance with ITIL-based support practices.
• Lead and coordinate onsite support activities, providing hands-on technical assistance for hardware, software, network, and application-related issues.
• Plan and manage onsite visits, deployments, upgrades, and troubleshooting activities, ensuring proper setup, maintenance, and replacement of end-user devices.

Workshops, Training, and Awareness

• Design, plan, and deliver workshops aimed at improving beneficiary knowledge, adoption, and effective use of systems and tools.
• Conduct onboarding sessions for new beneficiaries and refresher workshops for existing users.
• Create and maintain training materials, user guides, FAQs, and knowledge base articles.
• Facilitate interactive sessions to gather beneficiary feedback and identify recurring issues or improvement areas.
• Promote best practices, self-service adoption, and digital literacy among beneficiaries.

Beneficiary Experience and Stakeholder Engagement

• Act as the voice of the beneficiary, ensuring their needs and challenges are communicated to relevant teams.
• Build strong relationships with beneficiaries, stakeholders, and business units.
• Track and analyze beneficiary feedback, complaints, and satisfaction surveys.
• Proactively propose improvements to enhance service quality and user experience.
• Support change management activities related to new systems, processes, or tools.

Reporting and Continuous Improvement

• Prepare regular reports on Service Desk performance, onsite support activities, and workshop outcomes.
• Analyze trends in incidents and requests to identify root causes and preventive actions.
• Maintain accurate documentation of processes, procedures, and support models.
• Support audits and service reviews when required.

Qualifications and Experience

Candidates for the Beneficiary Care Lead position are expected to have 5-10 years of experience in a relevant IT support, service desk, or beneficiary care leadership role. A strong understanding of ITIL-based support practices and a commitment to user satisfaction are essential for this role.