Helpdesk

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

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 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.
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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.
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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.

• 100% ticket logging and update compliance
• 100% of tickets resolved within SLA timelines
• CSAT ≥ 4.8 with zero escalations

Skills

• Helpdesk System Proficiency: Skilled in operating LIMS/WeCARE for accurate query logging, ticket management, category mapping, and SLA tracking.
• Multichannel Communication: Capable of handling queries through phone, system, WhatsApp, and email with professional tone and clear articulation.
• Operational Coordination: Able to follow up with Laboratory, Logistics, and Branch Teams for real-time resolution of service issues
• SLA & Workflow Compliance: Consistently adheres to response timelines, escalation matrix, and SOP-based decision-making.
• Empathetic Listening & De-escalation: Listens to concerns with patience and resolves them with clarity, reducing conflict and confusion.
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Knowledge

• Lab Process Workflow Knowledge: Understanding of pre-analytical, analytical, and post-analytical phases.
• Ticket Categories & Escalation Logic: Clear knowledge of how to classify tickets, determine urgency, and escalate based on SOPs.
• LIMS/WeCARE Navigation: Familiarity with system functions like ticket status, SLA tracker, comments update, screenshot attachment, and closure.
• Expectations & Service SLAs: Awareness of typical service expectations from branches, FOFO/SIS partners, and doctors, including TAT and test query.
• Communication Protocols: Knowledge of when and how to communicate test delays, resampling requests, or integrity issues
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Self-Image

• Service Representative: Sees self as the first line of support for resolving operational issues.
• Accountability Holder: Takes full responsibility for every ticket logged — from query to resolution — and never treats any task as “someone else’s job.”
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Traits

• Process-Driven: Rigorously follows SOPs, proactively identifies process deviations, and ensures swift corrective actions.
• Detail-Oriented: Strong focus on test accuracy, QC logs, and result validations before report release.
• Reliable & Responsible: Follows instructions consistently and takes ownership of task execution with minimal supervision.

Motives

• Service Excellence: Motivated by the impact that timely and clear issue resolution has on patient care, partner confidence, and laboratory efficiency.
• Desire to Grow Professionally: Inspired to learn new systems, analyzers, and processes to enhance performance and career growth.
• Customer-Centric Approach: Aims to exceed expectations of patients, doctors, and internal stakeholders through timely service and clear communication.
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