Onsite Service Desk Analyst

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!

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.

Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.

• Providing excellent customer service and demonstrating exceptional organizational, interpersonal, oral and written communication skills
• Responds, assesses, records, and monitors Incident tickets based on Service Level Agreements. Maintains history of service ticket records and related problem documentation using Service Now. Collecting information regarding incidents using thorough diagnostic procedures including researching on the internet, interviewing and/or connecting remotely to end users
• Workstation configuration and support of desktop PCs, Windows 10/11 operating system, Microsoft Office Suite & Office 365; and applications;
  Experience with Service Desk applications such as Service Now is preferred.
• Knowledge in the ITIL Incident, Problem, Request, Asset and Change Management Process is considered an asset.
• Technologies and issues encountered in desktop installation and use.
• Configuring, testing, distributing, maintaining and troubleshooting desktop/laptop equipment, smartphones, printers, software and peripherals via SCCM.
• Ensuring all asset and inventory records for laptops, desktops, printers and other end user devices are updated accurately in our Service Management tool
• Experience troubleshooting VOIP devices such as Cisco, Polycom, Crestron is an asset.
• Knowledge of Mobile Device Management technologies (Air Watch, Microsoft Intune) is an asset.

• A college or University education within Electronics or Computer Science or in progress of obtaining
• Two years of experience with end user support over the phone or in person including applications, hardware, and connectivity troubleshooting
• Strong written and verbal communication skills
• Exceptional in-person customer service skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment

At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner.

We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

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