Lab Technical Support Officer

About the role

The Lab Technical Support Officer serves as the first point of contact for clients, handling laboratory‑related inquiries via service desk, email and call centre. The role ensures smooth communication between clients and the laboratory, supporting timely result delivery and high customer satisfaction.

Key responsibilities

• Act as primary contact for client inquiries through service desk, email and call centre.
• 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 experience in laboratory operations, healthcare customer service or technical support.
• Strong communication skills and ability to manage multiple requests in a fast‑paced environment.

Required skills

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