Service Desk - Contract

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:

We are seeking a skilled and customer-focused Service Desk Analyst with a strong background in IT Support, call-based troubleshooting, and ticket management. The ideal candidate will have hands-on experience using SCCM (System Center Configuration Manager) for software deployments and system management, and a proven track record of resolving technical issues efficiently in a high-volume environment.

Key Responsibilities:

• Provide first-line technical support via phone, email, and ticketing system for end-users across various IT platforms.
• Log, prioritize, troubleshoot, and resolve incidents and service requests in line with SLAs using a service management tool.
• Diagnose hardware, software, and network-related issues; escalate complex problems to appropriate teams when necessary.
• Utilize SCCM for remote software deployment, updates, patch management, and system diagnostics.
• Track all support activities using a ticketing system (e.g., ServiceNow, BMC Remedy, Zendesk, etc.) ensuring documentation is accurate and up to date.
• Offer support for Windows OS, Microsoft Office Suite, email clients, VPNs, printers, mobile devices, and enterprise applications.
• Communicate clearly and empathetically with users to understand and resolve technical issues, providing a high level of customer service.
• Maintain knowledge base and contribute to continuous improvement of support processes and documentation.
• Collaborate with cross-functional IT teams to support onboarding/offboarding and IT asset management.
• Monitor service desk performance and follow up on outstanding tickets and recurring issues.
  
  
  

Skills & Qualifications:

• 2–5 years of experience in an IT Service Desk or IT Support role, preferably in a corporate environment.
• Strong verbal and written communication skills, with experience in call support and customer interaction.
• Proficiency with ticket handling systems and ITIL-based service management workflows.
• Hands-on experience with SCCM for remote system management and software distribution.
• Solid understanding of Windows operating systems, Active Directory, Office 365, and basic networking principles.
• Ability to troubleshoot desktop/laptop issues, printer problems, and software-related incidents.
• Strong problem-solving skills and ability to work in a fast-paced, team-oriented environment.
• ITIL Foundation certification (preferred but not mandatory).
  
  
  

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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