Service Desk Analyst

Wetech Alliance; Windsor; On-site; CAD 36,000 - 43,000; Full time

Benefits offered by this job

Pension

Wellness days

Employee Assistance Program

Job summary

TransForm Shared Service Organization in Windsor, ON is seeking a Service Desk Analyst to be the frontline IT support for member hospitals. You will deliver incident resolution, triage requests, and communicate clearly with users, following our standardized service levels.

The role requires a college certificate in healthcare or information technology and 1–2 years of customer service experience, preferably in IT or a call center.

Qualifications

• Minimum one-year college certificate in healthcare or information technology.
• 1-2 years of customer service experience.
• Experience within an IT or call center environment required.

Responsibilities

• Triage and resolve issues within RSD scope.
• Provide clear and concise communications to users.
• Follow standardized processes to deliver services.
• Collaborate with the team to resolve incidents promptly.
• Assist with shift coverage including evenings and weekends.
• Maintain ticket documentation and resolution notes.
• Escalate complex issues to the appropriate support analysts.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

College certificate in healthcare or IT

Job description

Company: TransForm Shared Service Organization

Location: On-site in Windsor, ON

Posting Period: September 10, 2026, to September 24, 2026.

Employment Type: Temporary, Full-Time until March 31, 2027

Pay Range: $26 – $31 per hour

Benefits: Pension, Wellness Days, EAP and more. Visit our website for more details

Scope: Internal & External

Conditions: Current business reference checks, judicial matters police clearance, and immunization medical clearance.

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 Analyst will provide exceptional service byconsistently following the four servicestandards;solution delivery, communication, accountability, responsiveness & professionalism.

WHAT YOU’LL DO:

• Ensure consistent deliveryusing standardized and transparent processes
• Recommend, commit & execute solutions to maximize our value
• Will collaborate withcustomertoestablishand implement agreed-upon solutions
• Ensure that relevant, clear & concise communications are delivered ina timelyand effective manner
• Work to continuously improve services by activelysolicitingfeedback from our customers
• Listen attentively to customers and seek confirmation
• Strive to meet our customer expectationsin a timely manner
• Aim to get it right the first time or take immediate actions to resolve the situation
• Take pride and ownership in own work
• Treat our customers the way them want to be treated
• Follow through to ensure that customer needs have been addressed
• Deliver our services in a manner consistent with our organizational values
• Act as theinitialcontact 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,escalationand 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
• And other duties as assigned

MUST- HAVES:

• Minimum one (1) year college certificate in healthcare or information technology related discipline
• Minimumone to two (1-2)yearsofcustomer service experience
• Experience within an IT or callcenterenvironmentrequired

WE VALUE:

• Experience within a healthcare setting preferred
• Experience supportingCernerapplicationspreferred

OTHER CONDITIONS:

• 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
• Must be able to work evenings and weekends, when required
• Must be able to work shifts Monday to Friday between 7:00am and 5:00pm
• Must be local and available for on-call

ABOUT US:

TransForm Shared Service Organization, a not-for-profit, unique, innovative, results-driven organization founded by hospitals in the Erie St. Clair region. Our services include clinical and business system application support, integration and development, information system infrastructure, information privacy, security, IT break fix, project management as well as other back office support services. As a strategic solutions centre committed to exceptional service delivery, TransForm leads, innovates and supports health system transformation. 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

TransForm is committed to employment equity and welcomes diversity in the workplace. TransForm encourages applications from all qualified individuals including women, members of racialized communities, indigenous persons, immigrants & refugees, persons with disabilities, and persons of any sexual orientation, gender identity or gender expression.

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 a Canadian citizenship or a permanent resident status or work permit.

We thank all applicants for their interest. Only those selected for an interview will be contacted.

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