Executive Helpdesk - Central Laboratory

Role Clarity | Helpdesk Executive (Laboratory)

Department: Customer Success (Operations)

Reporting To: Head – Helpdesk (Laboratory)

Role Definition:

The Helpdesk Executive is the first point of contact for resolving operational issues arising in the laboratory's pre-analytical, analytical, and post-analytical stages. The role ensures systematic ticket logging, accurate categorization, coordination with internal stakeholders, and empathetic communication with branches, partners, and support teams, ensuring timely resolution and service continuity.

Deliverables:

• •Timely resolution of all tickets within defined SLA timelines
• •High Stakeholder satisfaction
• •Compliance on LIMS-based ticket documentation and resolution
• •Real-time status communication on delays, resampling, and critical ticket types

Task and Activities:

Issue Categorization & Resolution

• •Log each query raised by branches, FOFO partners, SIS centers, POCs, and internal teams in the LIMS – WeCARE system accurately.
• •Tag each ticket to the correct category. Route tickets to the correct department for resolution ownership.
• •Follow ticket classification SOP to avoid misrouting and reduce back-and-forth delays.
• •Track every open ticket on your dashboard and ensure it is picked up within SLA limits.
• •Share status updates to the partner or branch and ensure resolution confirmation before closing the ticket.
• •Monitor open tickets on your dashboard regularly; prioritize by SLA breach risk.
• •Ensure complete handover of unresolved tickets and shift-specific incidents during every changeover.
• •Follow escalation matrix if any ticket remains unresolved beyond SLA timelines. Document escalation chain clearly in ticket history with time and action taken.

Communication & Service Etiquette

• •Act as the communication bridge between Laboratory and Branch/Partner Teams for the following critical updates: Repeat Sample Requirement, Sample Integrity Issues such as rejection or rerun and Test Delays. Document every such communication with time, person spoken to, and follow-up ticket remark.
• •Handle all calls professionally with a courteous and solution-driven tone. Repeat and confirm the query received to avoid misunderstanding.
• •Notify the critical updates to respective teams as per escalation matrix.
• •Keep all parties updated on the expected timeline of resolution; in case of delay, give proactive updates. Use appropriate templates or SOP formats for email/SMS communications.

LIMS/WeCARE System Updates & Documentation

• •Update ticket remarks with each action taken, including stakeholder name, date, and time.
• •Attach screenshots, call notes, or internal confirmations as evidence of progress.
• •Flag incorrectly routed tickets to the Head – Helpdesk with reasons for correction and learning note.
• •Ensure no ticket is closed without customer confirmation or stakeholder feedback unless auto-closure criteria are met.

Learning & Continuous Improvement

• •Attend all monthly training sessions on New test parameters or updated test codes; Retest/recollection guidelines; Revised SLAs or escalation matrix
• •Complete internal L&D assignments with 100% accuracy to improve service knowledge.

Success Metrics:

• •100% ticket logging and update compliance
• •100% of tickets resolved within SLA timelines
• •CSAT ≥ 4.8 with zero escalations