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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

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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