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About the Role

The Sourcing Service Desk Agent is a customer-facing role responsible for delivering high-quality support for sourcing-related inquiries. This role manages requests through the Sourcing Service Desk platform, focusing on responsiveness, clarity, and stakeholder satisfaction, ensuring a seamless service experience aligned with established SLAs.

Responsibilities

• Serve as the primary point of contact for sourcing-related inquiries submitted via Service Desk platform.
• Receive, review, and triage requests with a focus on understanding stakeholder needs, urgency and impact.
• Resolve routine inquiries at first point of contact whenever possible.
• Provide clear guidance, support, and troubleshooting to Members.
• Ensure non-standard, complex or escalated inquiries are routed quickly and accurately to the appropriate teams.
• Ensure all information captured in Service Desk platform is complete and reflects the customer’s needs accurately.
• Actively manage personal and team queues to meet or exceed established SLA targets.
• Proactively follow up on open requests, keeping stakeholders informed and preventing delays.
• 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.
• Provide consistent status updates and set appropriate expectations.
• Champion a customer centric mindset by anticipating needs, addressing concern and ensuring a positive end-to-end experience.
• Identify recurring issues or service gaps that impact the customer experience and recommend improvements.
• Contribute to enhancing workflows, training materials, and knowledge base content.
• Participate in feedback sessions and Service Desk optimization efforts.

Requirements

• 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.
• Experience with document management systems (e.g., SharePoint).
• 1–3 years’ experience in a help desk, customer support, or operations role.
• Familiarity with ServiceNow or similar ticketing platforms (e.g., JIRA, Zendesk).
• Ability to triage and resolve issues in a structured, process-driven environment.
• Strong communication skills and customer‑focused approach.
• High attention to detail and ability to multitask.
• Experience in Sourcing, Procurement, or Supply Chain environments (preferred).
• Knowledge of supplier management, purchasing workflows, or category support (preferred).
• Experience working in SLAs-driven or shared service environments (preferred).
• Experience with CRM systems or ERP platforms (preferred).
• Familiarity document management systems (e.g., SharePoint, AdobeSign) (preferred).
• Ability to travel to Mohawk Medbuy offices if required.
• Must submit proof of full COVID-19 vaccination.

Skills

• MS Office
• Electronic communication
• ERP
• Google Workspace
• Microsoft Teams
• Database concepts
• Data import/export
• SharePoint
• ServiceNow
• JIRA
• Zendesk
• CRM systems
• AdobeSign

Location

• Burlington, ON

Work Type

• Remote
• Hybrid

Experience Level

• 1-3 years

Salary/Compensations

• $51,353 - $60,187

Benefits

• Comprehensive benefits package
• Healthcare of Ontario Pension Plan (HOOPP)

About the Company

• Mohawk Medbuy Corporation (MMC) is a national, not-for-profit, shared services organization supporting 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.

Equal Opportunity

• Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).