Executive Helpdesk - Central Laboratory

drblal· Customer Success
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📍 Jaipur, RJ, IndiaFULL TIME

About this role

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:
  1. Timely resolution of all tickets within defined SLA timelines
  2. High Stakeholder satisfaction
  3. Compliance on LIMS-based ticket documentation and resolution
  4. 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

Frequently Asked Questions

Is the salary disclosed for the Executive Helpdesk - Central Laboratory position at drblal?
The salary for this Executive Helpdesk - Central Laboratory role at drblal is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Executive Helpdesk - Central Laboratory position at drblal located?
This Executive Helpdesk - Central Laboratory role at drblal is based in Jaipur, RJ, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Executive Helpdesk - Central Laboratory role at drblal full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Executive Helpdesk - Central Laboratory role in the Customer Success department at drblal.
Which team or department does the Executive Helpdesk - Central Laboratory at drblal belong to?
This Executive Helpdesk - Central Laboratory position is part of the Customer Success department at drblal. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Executive Helpdesk - Central Laboratory position at drblal?
Click the "Apply Now" button on this page. You will be redirected to drblal's official application portal hosted on keka where you can submit your application directly.
When was the Executive Helpdesk - Central Laboratory job at drblal posted?
This Executive Helpdesk - Central Laboratory position at drblal was posted on Sep 5, 2026. Apply as soon as possible — early applications are often reviewed first.
Executive Helpdesk - Central Laboratory
drblal
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