Health Careers For ERIE ST CLAIR

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TransForm Shared Service Organization

TransForm Shared Service Organization is a nonprofit, unique, innovative, results-driven organization that provides a broad range of integrated services and support to its member hospitals in Erie St. Clair and other customers in the healthcare industry. 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 opportunities to improve value to the health system. 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.

Want to know more about TransForm? Visit our website!

Position:  Service Desk Analyst

Region:  Chatham – Kent, Sarnia – Lambton, Windsor – Essex

Reporting to the Service Desk – Client Relations Lead, the Service Desk Analyst responds to incoming requests through a variety of mediums (phone, email, electronic customer portal)
to meet TransForm’s service level objectives by gathering information, answering questions, directing calls and tickets, and following documented troubleshooting steps or procedures.

• Follows existing Regional Service Desk (RSD) documentation and/or procedures to successful outcomes.
• Creates and triages inbound (tickets, calls, emails) requests for all of Transform’s member hospitals and other approved healthcare providers.
• Effectively meets TransForm’s service excellence standards to ensure customer satisfaction and to achieve our organizational vision.
• Maintains a positive attitude at all times, exemplifying TransForm’s service excellence philosophy and behaviours, using effective written and verbal communications
• Provides first level support for a variety of computer related issues by gathering information, following known troubleshooting steps, and providing assistance remotely on computer systems before triaging and escalating to the next level of support.
• Records all work activities in real time, using the service desk management software tool, with thorough and accurate information and details necessary to increase resolution efficiencies.
• Works collaboratively with the team to ensure effective phone queue management and coverage during RSD working hours.
• Manages time effectively to deal with competing priorities by multitasking between callers waiting in the phone queues, self-service portal tickets and user access management activities.
• Adapts to an ever-changing environment by taking direction, and embracing change to meet our customers ever changing needs.
• Takes a proactive approach by taking the initiative on lower priority outstanding work, and by helping equalize the workload across the team.
• Provides users with product and service information, as required.

• Minimum one (1) year college certificate in a related field
• One (1) or two (2) years minimum experience in a technical support or customer service environment
• Strong computer literacy skills with a high proficiency of Microsoft office applications
• Demonstrated ability to continually learn various software and applications

• Call centre experience

• Minimal exposure to disagreeable conditions typical of an office position exposed to stress and pressure associated with multiple priorities and deadlines
• Must be able to travel within the Southwestern Ontario area, when required for the project
• Must be able to work evenings and weekends, when required

Salary:  To be negotiated

Terms of Employment:  Temporary Full-Time

Deadline for Application:  Wednesday, January 23, 2019

How to Apply:  Company: TransForm Shared Service Organization

Location: Windsor, ON

Posting Period: January 9, 2019 to January 23, 2019 at 4:00pm

Employment Type:
Contract, Full-Time until November 27, 2020

Benefits: Pension, Health & Dental, and more. Visit our website for more details.

Scope: Internal & External

Conditions: Current business reference checks and vulnerable sector police clearance

Please email a copy of your cover letter and resume to referencing the job you are applying to and where you found our job posting.

TransForm is an equal opportunity employer and is committed to fair and accessible employment practices that attract and retain employees. Upon request, accommodations for disabilities will be provided to support participation in all aspects of the recruitment process.

By applying to this position you are confirming you possess either a Canadian citizenship, permanent resident status or work permit.

We thank all applicants for their interest, however only those selected for an interview will be contacted.

TransForm is currently not accepting applications from recruitment agencies. Thank you for your cooperation.

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Location:  Windsor

Profession Type:  Support Services/Operations (Food Service, IT)

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