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 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.