Officer, Lab Technical Support

About the role

The Officer, Lab Technical Support 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 to maintain service efficiency 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 and customer service skills with ability to manage client inquiries professionally.
• Ability to handle multiple requests, prioritize tasks, and meet KPIs in a fast‑paced environment.

Required skills

• Service desk systems
• Call centre platforms
• Laboratory information systems (LIS)