Company: TransForm Shared Service Organization
Location: Onsite in Windsor, ON
Posting Period: February 12, 2025, to February 23, 2025

POSITION SUMMARY:

As the face of the organization, the Regional Service Desk (RSD) department balances customer service experience with the ability to problem solve IT related issues for its member hospitals. The Service Desk Analysts will provide exceptional service by consistently following the four service standards: solution delivery, communication, accountability, responsiveness & professionalism.

ABOUT US:

TransForm Shared Service Organization, a non-profit, unique, innovative, results-driven organization founded by hospitals in the Erie St. Clair region. Our services include information technology and information management support, sourcing and contract management, purchasing and logistics services, as well as project management. Our Mission is to deliver exceptional service and create new innovative ways to support the health system by enhancing value and improving patient outcomes. If you are service-oriented, dedicated to exceeding performance expectations and interested in reaching your full potential, TransForm is for you! We welcome and appreciate your interest in our organization. Visit our website to learn more!

• Ensure consistent delivery using standardized and transparent processes
• Recommend, commit & execute solutions to maximize our value
• Collaborate with customer to establish and implement agreed-upon solutions
• Ensure that relevant, clear & concise communications are delivered in a timely and effective manner
• Work to continuously improve services by actively soliciting feedback from our customers
• Listen attentively to customers and seek confirmation
• Aim to get it right the first time or take immediate actions to resolve the situation
• Follow through to ensure that customer needs have been addressed
• Deliver our services in a manner consistent with our organizational values
• Act as the initial contact for the user by triaging and resolving issues within RSD scope or escalating to the support analyst team.
• Effectively understand the problem and communicate a solution to non-technical users
• Follows RSD procedures for intake, documentation, resolve, escalation and closure using ticket management system
• Apply Service Excellence Standards to ensure customer satisfaction and quality targets are consistently met
• Works collaboratively with all RSD team associates to ensure effective phone queue management, and proactively equalizing the workload
• Adapts to an ever-changing environment by taking direction, embraces change requirements to meet the needs of our customers and work various shifts
• Other duties as assigned