The Role
Serve as the first point of contact for laboratory operational issues. Log, categorize, route, monitor, escalate, and close tickets in the LIMS-based WeCARE system while meeting SLA requirements. Communicate status updates about delays, resampling, and sample issues to branches, partners, and internal teams. Maintain complete documentation, support shift handovers, follow escalation procedures, and participate in training and continuous improvement activities.
Summary Generated by Built In
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:
- 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.
- 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.
- 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.
- 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
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The Company
What We Do
Dr Lal PathLabs is an Indian diagnostic service provider established in 1949. It operates in the healthcare sector, delivering diagnostic testing and related pathology services to support disease detection, clinical decision-making, and patient care. The company is described as the country’s largest and most respected diagnostic service provider, indicating a broad, nationwide healthcare diagnostics mission rather than a pharmaceutical or hospital-focused business.
