Service Desk Analyst (Hybrid)

Location
Toronto, ON•Hybrid work
 
Full job description
Job Title

Service Desk Analyst (Hybrid)

Vacancy No

VN8223

Company Name

Compugen Inc

Work Location

Toronto, ON

Base Pay Range

To be discussed during the recruitment process

Job Details

About Compugen
Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture
We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Key Responsibilities:
Provide support to users either via phone, email, or chat
Perform initial problem analysis and triage problem to other appropriate staff when appropriate
Record, track and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Create knowledgebase articles to support efficient issue resolution
Perform post-resolution follow-ups to help requests.
Follow instructions and pre-established guidelines to perform the functions of the job;
Collect, organize and document all problems and solutions in the Service Desk Tracking System;
Assist technicians with installation, configuration and set up of computer systems as per established procedures when required;
Supporting and resolving common applications including the Office Suite, O365, browsers, and Windows
Executive communication and white glove service
Skills Qualifications:
Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience
Minimum 3 years of experience in a customer service or technical support role (troubleshooting, configuring, installing, tracking issues and resolving issues).
The successful candidate will need to complete OPP Clearance upon starting with the organization
ITIL certification is considered an asset
Microsoft Technical Certification / A+ is considered an asset
Understanding of Windows 10 / 11 environment
Strong (fluent) written and spoken communication skills in English
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Good understanding of the organization's goals and objectives
Attention to detail
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly
Ability to present ideas in a user-friendly language.
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment.
Strong Troubleshooting Skills
Strong knowledge of Active Directory and O365, Azure AD
ITSM adherence, process adherence
A sense of urgency to complete tasks and assignments
Experience supporting Office Suite of products including O365
Experience supporting users with remote support tools such as Logmein Rescue
Working Conditions:
Professional and collaborative office environment
Business casual dress code
Hybrid work model: 4 days onsite, 1 day remote
Onsite collaboration with cross-functional team members
Standard working hours: Monday to Friday, between 8:00 AM and 5:00 PM
What Compugen Offers You:
Exciting, fast-paced challenging work environment
A culture where authenticity and diversity are valued
Professional development
Participation in Women in Technology Network
Opportunities to give back to our local communities
Collaborative supportive team members
Remote work/hybrid work options
Work/life flexibility
Equity Statement
At Compugen, we're committed to diversity, equity and inclusion, actively recruiting from all groups. We provide accommodation upon request to all applicants during the recruitment process. At Compugen, we believe that everyone deserves a seat at the table. If you require an accommodation, our People Culture representative will work with you to meet your needs.

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