Service Desk Analyst - Onsite

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.

Position Overview: Compugen is seeking a Service Desk/Desktop Analyst for a 1 year contract working onsite. Key Responsibilities:

• Provide support to users either via phone, email or desk side as required following ITSM processes
• Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems.
• 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
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem 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.
  
  
  

Skills & Qualifications:

• Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience
• Experience with ITSM Processes
• Minimum 3 years of experience in customer service or technical support role (troubleshooting, configuring, installing, tracking issues and resolving issues).
• Experience working with reporting tools
• Understanding of Windows 10 and 11 environments
• Strong written communication and interpersonal skills (Written and spoken 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 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 P1

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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