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
