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 wi

📌 Executive Helpdesk (Jodhpur)
🏢 Dr. B. Lal Clinical Laboratory
📍 Jodhpur