Remote Service Desk Analyst

Sourcing Service Desk Agent Mohawk Medbuy Corporation (MMC) is a national, not-for-profit, shared services organization that supports hundreds of health care providers across Canada, as well as child welfare agencies and other public sector organizations. MMC provides value-driven contracting and procurement solutions for medical/surgical supplies, pharmaceutical products, local sourcing, capital (equipment, FF&E and redevelopment) and nutrition solutions. Other services include data analytics, in-hospital logistics, warehousing, technology, procure-to-pay and accounts payable. With an emerging focus on sustainability and reconciliation with Indigenous Peoples, MMC is actively supporting the creation of a resilient value chain that incorporates environmental, social and governance best practices. Based in Burlington, ON, the organization also has offices in Toronto, Oakville, Thunder Bay, Kingston, Brantford, London and Chatham, and a distribution centre in Oakville. We are currently recruiting for Sourcing Service Desk Agents to support our Strategic Sourcing team.
Position Overview The Sourcing Service Desk Agent plays a critical, customer-facing role in delivering high-quality support experience to our external stakeholders. Acting as the first point of contact for sourcing-related inquiries, this role manages requests through the Sourcing Service Desk platform with a strong focus on responsiveness, clarity, and stakeholder satisfaction. The agent ensures every interaction reflects a customer-first mindset, providing timely resolutions, thoughtful communication and a seamless service experience aligned with established SLAs. Customer-Focused Request Intake & Triage
Service Excellence & SLA Management
Proactive Communication & Stakeholder Support
Continuous Improvement & Customer Experience Enhancement
Serve as the primary point of contact for sourcing-related inquiries submitted via Service Desk platform, ensuring a positive and supportive customer experience from the outset.
Resolve routine inquiries at first point of contact whenever possible, minimizing effort for Members and Vendors and improving overall service efficiency.
Provide clear guidance, support, and troubleshooting to Members, ensuring they feel informed and supported throughout the process.
Ensure all information captured in Service Desk platform is complete and reflects the customer's needs accurately to enable seamless resolution.
Actively manage personal and team queues to meet or exceed established SLA targets, with a strong focus on responsiveness and reliability.
Maintain detailed, high-quality documentation to ensure transparency and continuity of service.
Deliver clear, professional and empathetic communication at every stage of the request lifecycle.
Champion a customer centric mindset by anticipating needs, addressing concern and ensuring a positive end-to-end experience for Members and Vendors.
Identify recurring issues or service gaps that impact the customer experience and recommend improvements.
Contribute to enhancing workflows, training materials, and knowledge base content to better support user needs.
Participate in feedback sessions and Service Desk optimization efforts to continuously improve service delivery and stakeholder satisfaction.
Demonstrated knowledge in all facets of MS Office and electronic communication
Experience using ERP for data entry and management.
Ability to navigate and manage cloud-based collaboration tools such as Google Workspace and Microsoft Teams.
Understanding of basic database concepts and experience with data import/export processes.
SharePoint).
Education, Training, and Experience
1–3 years' experience in a help desk, customer support, or operations role.

• Familiarity with ServiceNow or similar ticketing platforms (e.g., Strong communication skills and customer focused approach.
• Knowledge of supplier management, purchasing workflows, or category support.

Experience working in SLAs-driven or shared service environments
Experience with CRM systems or ERP platforms.
SharePoint, AdobeSign)
Travel
~ Ability to travel to Mohawk Medbuy offices if required.

As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources.
MMC is a Healthcare of Ontario Pension Plan (HOOPP) employer offering a comprehensive benefits package and flexible remote work options. This job posting is for new vacancies.
Mohawk Medbuy does not use artificial intelligence to screen, assess or select applicants.
Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).