Lead Helpdesk Analyst — Hybrid/Remote Options

Compugen Inc

Surrey

Hybrid

CAD 65,000 - 85,000

Full time

13 days ago

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Benefits offered by this job

Remote/hybrid work options

Professional development

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Job summary

Compugen Inc. in Surrey, BC, is seeking a Team Lead-Helpdesk Support Analyst. Flexible full-time shifts including weekends and evenings are required. Lead the Helpdesk team (up to 3) and provide capable troubleshooting for applications and hardware via phone, email, and web support.

This role emphasizes strong problem-solving, customer service, and collaboration with the service desk supervisor. Remote/hybrid work options are available, with a focus on reliable, courteous communication.

Qualifications

3 years of experience in a technical support role, plus 1 year as a Team Lead in a call-centre environment.
Experience using an online ticketing system.
Exceptional customer service and communication skills.
A+ and ITIL certification is an asset.

Responsibilities

Provide guidance and assistance to other Helpdesk Analysts.
Improve processes, docs, and systems in cooperation with the service desk supervisor.
Support end users via phone, email, and web.
Resolve Level 1 hardware/software issues on various devices.
Communicate clearly with customers and provide step-by-step solutions.
Contribute to knowledge base and documentation for Service Desk use.
Work rotating schedules including evenings, weekends, and holidays.