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.

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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 ev

📌 Executive Helpdesk (Jaipur)
🏢 Dr. B. Lal Lab
📍 Jaipur