IT Recognition Week: A Day in the Life of Sandy Pimentel
As we celebrate Information Technology week at TransForm SSO on May 15-19, we are featuring a Day in the Life with a member of the Regional Service Desk department.
The Regional Service Desk or as many on the team like to call it “TransForm SSO’s first point of contact” is the department providing users with a central place to go to for all their IT needs, whether through phone, email or a customer portal. Sandy Pimentel is a Service Desk Analyst on this very impactful team.
Here is what a #DayInTheLife is like for Sandy:
Her day as a Service Desk Analyst is constantly changing so her work routine is ultimately different each day, which is something she enjoys and looks forward to. From working on the portal to answering customer calls and resolving tickets, she is always juggling multiple tasks to ensure customer issues are resolved quickly. In a typical day, she receives approximately 30-40 calls per shift and 40 portal tickets, with the majority of tickets submitted in the morning.
Her favourite part of the job is the impact her department and role have both on TransForm SSO and on member hospitals. In addition to creating and processing tickets, she and her colleagues work on user builds, which include new hire, transfers, terminations and physician access. Not only does the team support member hospitals but they also support other customers such as Integrated Assessment Record (IAR), Integrated Assessment Record Consent Call Center Line (IAR CCC line) and Enterprise Master Patient Index (EMPI). Essentially, she and her team supports the backbone of TransForm SSO.
One of the major changes that she and her department facilitated during the COVID-19 pandemic was remote work. She was able to support employees who are working remotely while adapting to new technology. Supporting this model not only helped healthcare professionals work remotely, but also ensured that the hospitals and clinics can continue providing vital services to patients.
Other than appreciating the excitement that comes from an everchanging workday, Sandy loves being able to learn new things. She has recently taken on additional responsibility of onboarding and supporting physicians with Health Report Manager (HRM) and Acute Care Labs (ACL), which keep her on her toes.
When reflecting on her role and her team, she believes that her satisfaction at work comes from solving problems for customers. She loves the challenge of problem-solving and takes pride in being able to contribute to health system change through her work. She also deeply enjoys working with her colleagues and being part of a team environment that is focused on providing the best possible service to customers.