Labware LIMS L1 Support

L1 Job Responsivities:

1. Incident Management:

• 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. Problem Resolution:

• 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 itself.

• Identify the most recurring issues and have target dates to close them on

priority.

3. User Assistance:

• 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. Documentation and Reporting:

• 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. SLA Adherence:

• 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 eectively 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. Business connects with Department Heads and users.

• Frequent updates on the progress of the pending issues/ requirements

should be provided to the Stake holders.

7. Data Collection & Submission for Biweekly/Monthly Meetings:

• 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. Trainings

• 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. Mail Responsibilities:

• Provide timely responses to emails regarding issues and escalations.

10. Leaves

• Prior intimation on leaves should be given to PMO and ensure the alternative

support to your respective site during your absence. (for alternative support

SME has to decide)

• Do not plan for leaves during periodic/regulator audits at your respective

sites.

11. Compliance

• Ensure all support activities comply with organizational policies, procedures,

and regulatory requirements.

• Maintain the confidentiality and security of sensitive information accessed

during support tasks.

12. Customer Satisfaction: (PMO/SME will take care with)

• Conduct feedback sessions weekly once with the users and ensure high level

of customer satisfaction with our support system.

• Collect and analyse feedback from users to identify areas for improvement

and to enhance the overall user experience with LIMS Support system.