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Helpdesk
Job Location:
Monthly Salary:
Posted:
5 August 2026 (4 days ago)
Posted:
Application Deadline:
2 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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 laboratorys 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
ASK Executive Helpdesk
Skills
- Helpdesk System Proficiency: Skilled in operating LIMS/WeCARE for accurate query logging ticket management category mapping and SLA tracking.
- Multichannel Communication: Capable of handling queries through phone system WhatsApp and email with professional tone and clear articulation.
- Operational Coordination: Able to follow up with Laboratory Logistics and Branch Teams for real-time resolution of service issues
- SLA & Workflow Compliance: Consistently adheres to response timelines escalation matrix and SOP-based decision-making.
- Empathetic Listening & De-escalation: Listens to concerns with patience and resolves them with clarity reducing conflict and confusion.
Knowledge
- Lab Process Workflow Knowledge: Understanding of pre-analytical analytical and post-analytical phases.
- Ticket Categories & Escalation Logic: Clear knowledge of how to classify tickets determine urgency and escalate based on SOPs.
- LIMS/WeCARE Navigation: Familiarity with system functions like ticket status SLA tracker comments update screenshot attachment and closure.
- Expectations & Service SLAs: Awareness of typical service expectations from branches FOFO/SIS partners and doctors including TAT and test query.
- Communication Protocols: Knowledge of when and how to communicate test delays resampling requests or integrity issues
Self-Image
- Service Representative: Sees self as the first line of support for resolving operational issues.
- Accountability Holder: Takes full responsibility for every ticket logged from query to resolution and never treats any task as someone elses job.
Traits
- Process-Driven: Rigorously follows SOPs proactively identifies process deviations and ensures swift corrective actions.
- Detail-Oriented: Strong focus on test accuracy QC logs and result validations before report release.
- Reliable & Responsible: Follows instructions consistently and takes ownership of task execution with minimal supervision.
Motives
- Service Excellence: Motivated by the impact that timely and clear issue resolution has on patient care partner confidence and laboratory efficiency.
- Desire to Grow Professionally: Inspired to learn new systems analyzers and processes to enhance performance and career growth.
- Customer-Centric Approach: Aims to exceed expectations of patients doctors and internal stakeholders through timely service and clear communication.
About Company
Dr. B. Lal Lab is the leading pathology lab and diagnostic centre near you. Get facilities for home collection and download the test report online from a trusted medical testing lab. Schedule your medical lab test now!
