L1 Job Responsivities:

1. Incident Management:

- Respond promptly to incoming support requests from users via Teams phone

(9 to 6:30), email, or ticketing system.
- Log all incidents and service requests accurately in the support tracking

system.
- Perform initial diagnosis and troubleshooting of Labware LIMS issues.
- Categorize and prioritize incidents based on urgency and impact.

2. Problem Resolution:

- Resolve basic to moderately complex issues related to Labware LIMS

software.
- Provide solutions or workarounds to users to minimize disruption to their

workflow.
- Escalate unresolved or critical issues to L2 or L3 support teams, providing

detailed (documentation). Following in Ticket investigation itself.
- Identify the most recurring issues and have target dates to close them on

priority. 3. User Assistance:

- Conduct initial training for new users on basic functionalities of the

system.
- Coordinate and Plan for Certified to operate Trainings for the respective

modules with l1 and l2
- Provide guidance on standard procedures and best practices for using

Labware LIMS. 4. Documentation and Reporting:

- Maintain accurate records of support activities, including issue descriptions,

steps taken, and resolutions.
- Contribute to the creation and maintenance of a knowledge base for

common issues and solutions. 5. SLA Adherence:

- Adhere strictly to Service Level Agreements (SLAs) to ensure timely

resolution of support requests as per LIMS Managed Services
- Follow the workflows in service now and change the status of the ticket

accordingly.
- Communicate eectively with users regarding expected resolution times and

any delays.
- Escalate potential SLA breaches to higher-level support or management





promptly to mitigate risks.
- Track SLA compliance metrics and take proactive measures to address any

recurring issues impacting SLA adherence. 6. Business connects with Department Heads and users.

- Frequent updates on the progress of the pending issues/ requirements

should be provided to the Stake holders. 7. Data Collection & Submission for Biweekly/Monthly Meetings:

- Ontime data submission to PMO for biweekly meetings/monthly meetings

with the Client Management.
- Responsible to present the Tickets/CRs/Trainings status during the biweekly

meetings. 8. Trainings

- Ontime completion of pending SOPs in LMS.
- Plan and Conduct on the Job Trainings to current support engineers.
- Participate in regular team meetings to discuss ongoing issues, share

knowledge, and improve service delivery. 9. Mail Responsibilities:

- Provide timely responses to emails regarding issues and escalations.

10. Leaves

- Prior intimation on leaves should be given to PMO and ensure the alternative

support to your respective site during your absence. (for alternative support

SME has to decide)

- Do not plan for leaves during periodic/regulator audits at your respective

sites. 11. Compliance

- Ensure all support activities comply with organizational policies, procedures,

and regulatory requirements.
- Maintain the confidentiality and security of sensitive information accessed

during support tasks. 12. Customer Satisfaction: (PMO/SME will take care with)

- Conduct feedback sessions weekly once with the users and ensure high level

of customer satisfaction with our support system.
- Collect and analyse feedback from users to identify areas for improvement

and to enhance the overall user experience with LIMS Support system.

📌 Labware LIMSSupport (Hyderabad)
🏢 Proventech
📍 Hyderabad