Service Desk Analyst

Compugen Inc; Canada; Hybrid; CAD 41,000 - 69,000; Full time

Benefits offered by this job

Remote work options

Work/life flexibility

Job summary

Compugen Inc is seeking a Service Desk Analyst to provide first and second level support to customers and technicians across Canada. You will troubleshoot hardware and software issues, create and manage JDE cases, and coordinate dispatch of technical resources while ensuring accurate parts identification and documentation.

This role emphasizes timely, professional communication and adherence to ISO quality procedures.

Qualifications

• Experience in a Helpdesk/Call Center or PC technical role.
• Strong communication and problem-solving skills required.
• Bilingual English/French is an asset.

Responsibilities

• Receive service requests from customers and technicians.
• Troubleshoot hardware/software issues over the phone.
• Create JDE cases and assign to coordinators.
• Identify and order parts per contract and warranty status.
• Provide quotes and communicate critical incidents to management.
• Follow ISO procedures and support quality processes.

Skills

Customer service

Troubleshooting

Communication

Time management

Team oriented

Education

Technical degree or diploma

A+ Certification

MCP/MCSE (asset)

Tools

JD Edwards (JDE)

Job description

Job Title/Titre d'emploiService Desk AnalystVacancy No / Numéro de poste vacantVN9762Company Name/Nom de l'entrepriseCompugen IncWork LocationAny location CanadaPay Range / RémunérationBase Compensation: $41000-$69000 Annually *range is not inclusive of variable compensation (if applicable). Total Cash Compensation: $41000-$69000 Annually (range is inclusive of variable compensation if applicable)Pipeline PostingNoJob Details/Détails du posteAbout CompugenCompugen 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 CultureWe 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:This role is to provide first level and second level service support to our customers and technicians by; responding to customer service requests, troubleshoot problem, create a case and work order in JDE, order parts and assign the call for a technical resource to be dispatched, assisting technicians with correct part identification, documentations, escalations and support on potential deployments.As part of the Compugen team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.Key Responsibilities:Receive service request from our customers through various methodsRespond to customer requests in an efficient, professional, timely mannerCommunicate clearly and objectively with difficult or irate customersProvide hardware and software troubleshooting over the phone to determine nature of problemDetermine urgency of request, establish priority sequence, and enter in JDCreate JDE cases in Compugen's Call Management System (SCM) and assign to coordinators with accuracyEntitle contract, warranty and billable status utilizing internal tools and external websitesIdentify and order parts required according to customer contract, internal stock and warranty statusProvide quotes to customer with accurate calculationsAlert the business on all critical incidents and server callsCommunicate with managers, escalating when necessaryPrioritize and multitask a high workload of various activitiesComplete special projects and tasks assigned by managementReport non-conformances with system or processes to ensure tools and profiles are adequateResponsible to follow ISO procedures outlined in Compugen's Quality Management SystemMay be required to take ISO auditor training and provide auditing services in support of the ISO quality process for the departmentSkills & Qualifications:Technical degree or diploma and/or equivalent business experienceAvailability to work shifts, evening and weekends3-5 years experience in a Helpdesk, Call Center and/or PC technical roleBi-lingual English/French support an assetA+ Certification an assetMCP and MCSE an assetHardware certifications (HP, Compaq, IBM, Toshiba) an assetHP and Lexmark printer experience and certifications an assetStrong support knowledge of PC hardware and software knowledge in Microsoft Office SuiteExperience with troubleshooting to determine and resolve problemsStrong communication and phone skills; excellent customer service, analytical and problem solving skills a mustStrong organizational and time management skillsAbility to diffuse tense customer situations and project a positive, confident outlookA sense of urgency to complete tasks and assignmentsAbility to work independently as well as in a team environmentExcellent written and verbal communication skillsHigh level of integrity and honestyAbility to take direction and follow practices and procedures consistently and accuratelyStrong communication and listening skillsStrong Analytical/problem solving/decision making skillsCooperative, flexible, team playerWhat Compugen Offers You:Exciting, fast-paced challenging work environmentA culture where authenticity and diversity are valuedProfessional developmentParticipation in Women in Technology NetworkOpportunities to give back to our local communitiesCollaborative supportive team membersRemote work/hybrid work optionsWork/life flexibilityEquity StatementAt 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 representatives 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.