Lab Technical Support Officer

About the role

The Lab Technical Support Officer serves as the first point of contact for clients needing laboratory assistance. Working within the National Reference Laboratory network, the role ensures smooth communication, timely test processing, and high customer satisfaction across M42’s healthcare services.

Key responsibilities

• Act as primary contact for client inquiries via service desk, email, and call center.
• Manage and resolve service desk tickets while meeting response and resolution KPIs.
• Coordinate with laboratories and external providers to ensure timely processing of referred tests.
• Monitor pending referral tests and follow up to meet agreed turnaround times.
• Liaise with logistics providers for urgent sample collection and transportation.
• Handle customer complaints, maintain documentation, and generate reports for clients and internal stakeholders.

Required profile

• Bachelor’s degree in Medical Laboratory Science, Life Sciences, or related field.
• 1‑3 years of experience in laboratory operations, healthcare customer service, or technical support.
• Strong communication and customer service skills.
• Ability to manage multiple requests, prioritize tasks, and meet KPIs in a fast‑paced environment.

Required skills

• Experience with service desk systems.
• Familiarity with call center platforms.
• Knowledge of Laboratory Information Systems (LIS).