Labware LIMS L1 Support

L1 Support Job Roles and Responsibilities:

1.

• 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.

• 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 it self.
• Identify the most recurring issues and have target dates to close them on priority.

3.

• 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.

• 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.

• 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 effectively 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.

• Frequent updates on the progress of the pending issues/ requirements should be provided to the Stake holders.

7.

• 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.

• Ontime completion of pending SOPs in LMS.
• Plan and Conduct on the Job Trainings to new support engineers.
• Participate in regular team meetings to discuss ongoing issues, share knowledge, and improve service delivery.

9.

• Provide timely responses to emails regarding issues and escalations.

10.

• Ensure all support activities comply with organizational policies, procedures and regulatory requirements.
• Maintain the confidentiality and security of sensitive information accessed during support tasks.