Beneficiary Care Lead📣 Job Ad
| Contract Type | Full-time | |
| Workplace type | On-site | |
| Location | Riyadh |
About the Beneficiary Care Lead Role
DXC Technology is seeking a Beneficiary Care Lead to join our team in Riyadh, Saudi Arabia. This role is responsible for overseeing end-to-end support for beneficiaries through effective Service Desk operations, proactive onsite technical support, and structured educational workshops. The Beneficiary Care Lead will serve as a central point of coordination, promoting a beneficiary-centric approach and driving continuous service improvement within the IT environment. This is a full-time position that requires a significant level of experience to ensure user satisfaction and operational efficiency.
Key Responsibilities
- Lead and manage daily Service Desk activities, ensuring professional and timely handling of beneficiary requests and incidents.
- Act as the primary escalation point for complex issues, ensuring resolution within established Service Level Agreements (SLAs).
- Monitor ticket queues, response times, resolution rates, and satisfaction metrics to identify improvement areas.
- Ensure accurate ticket categorization, documentation, and closure within the Service Management system.
- Collaborate with internal IT teams, external vendors, and third-party providers for efficient issue resolution.
- Implement continuous improvements in Service Desk processes, scripts, and workflows.
- Uphold ITIL-based support practices and organizational policies across all support functions.
- Oversee and coordinate onsite support activities to ensure comprehensive coverage across beneficiary locations.
- Provide hands-on technical assistance for hardware, software, network, and application issues.
- Strategically plan and manage onsite visits, deployments, upgrades, and troubleshooting to minimize disruption.
- Ensure proper setup, maintenance, and replacement of end-user devices and peripherals.
- Serve as an approachable onsite point of contact for beneficiaries, addressing concerns with professionalism and empathy.
- Capture detailed information on onsite issues, resolutions, and lessons learned for the Service Desk knowledge base.
- Design, plan, and deliver workshops to enhance beneficiary knowledge and effective use of systems and tools.
- Conduct onboarding sessions for new beneficiaries and refresher workshops for existing users.
- Develop and maintain high-quality training materials, user guides, FAQs, and knowledge base articles.
- Facilitate sessions to gather beneficiary feedback and identify recurring issues or service enhancement opportunities.
- Promote best practices, encourage self-service adoption, and foster digital literacy among beneficiaries.
- Represent the voice of the beneficiary, communicating their needs and challenges to relevant internal teams.
- Cultivate strong, collaborative relationships with beneficiaries, stakeholders, and business units.
- Track, analyze, and report on beneficiary feedback, complaints, and satisfaction survey results.
- Proactively identify and propose enhancements to service quality and user experience.
- Support change management activities associated with new systems, processes, or tools.
- Prepare and present regular reports on Service Desk performance, onsite support activities, and workshop outcomes.
- Analyze incident and request trends to identify root causes and implement preventive actions.
- Maintain accurate and up-to-date documentation of all support processes, procedures, and support models.
- Assist with audits and service reviews as required.
Qualifications and Experience
- A Bachelor's degree in Computer Engineering, Information Systems, or a closely related field.
- A minimum of 8 years of experience in IT infrastructure.
- At least 3 years of experience in a managerial or leadership role within an IT support function.
- Prior experience in a lead or senior support role is highly preferred.
- ITIL Foundation or an equivalent certification is considered an advantage.
Required Skills and Competencies
- Extensive knowledge of Service Desk operations, IT support models, and ITIL principles.
- Hands-on proficiency with Service Management tools such as ServiceNow, BMC, Jira, or similar platforms.
- Solid understanding of end-user computing environments, including Windows, M365, printers, networks, and related technologies.
- Proven experience in delivering workshops and technical training sessions.
- Exceptional troubleshooting, problem-solving, and analytical skills.
- Strong verbal and written communication and presentation skills.
- A high degree of empathy and a strong customer-service orientation.
- Demonstrated ability to lead, coordinate, and influence teams and stakeholders, even without direct authority.
- Excellent organizational and time-management skills.
- Comfort and adaptability in dynamic, onsite, and beneficiary-facing environments.
Work Environment and Location
This is a full-time position based in Riyadh, Saudi Arabia. The role involves direct interaction with beneficiaries in various onsite locations, requiring adaptability and a strong presence in the field.
Requirements
- Requires +10 Years experience
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