Service Desk Analyst: End-User IT & VC Support

Compugen Inc; Toronto; In loco; CAD 60.000 - 75.000; Tempo pieno

Descrizione del lavoro

Compugen Inc. in Toronto, Canada provides first- and second-line technical support for end users across Windows and macOS devices, mobile devices, cloud identity platforms, and VC systems.

You will diagnose issues, manage accounts with Azure AD and Intune, and support onboarding/offboarding, meeting room tech, and software updates. The role emphasizes strong customer service, documentation, and collaboration within an ITSM environment, with adherence to security policies and data protection

Competenze

• Experience in a Service Desk/Help Desk/End User Support role.
• Strong troubleshooting across hardware, software, and network issues.
• Knowledge of Windows OS and basic macOS support.
• Experience supporting mobile devices (iOS/Android).
• Familiarity with Azure AD and Microsoft Intune for device management.
• Experience with video conferencing systems and room tech.
• Understanding of AD concepts and access control.
• Ability to prioritize in a fast-paced environment.
• Strong communication, documentation, and customer service.
• Experience with ITSM and ticketing systems (ITIL).
• Exposure to Microsoft 365 apps and collaboration tools.
• Basic networking concepts (VPN, Wi‑Fi, DNS).
• Certs (CompTIA A+, Microsoft, ITIL) are a plus.
• Customer-focused mindset.
• Strong problem-solving and analytical skills.

Mansioni

• Provide first-line and second-line end-user support via phone, email, ticketing system, and in-person help.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues.
• Support Windows desktops/laptops and some macOS.
• Support mobile devices (iOS/Android).
• Manage users/devices with Azure AD and Intune.
• Handle onboarding/offboarding, including account creation and device setup.
• Support VC units and meeting room tech.
• Install, configure, and update software and OS.
• Escalate complex issues to higher-level teams.
• Document incidents and resolutions in the ticketing system and knowledge base.
• Follow ITSM best practices for incidents, requests, and assets.
• Ensure security policy and data protection compliance.
• Provide excellent customer service and clear communication.

Conoscenze

Service Desk

Troubleshooting

Windows support

macOS support

Azure Active Directory

Microsoft Intune

Video conferencing

Active Directory

ITSM

Ticketing systems

Customer service

Documentation

Strumenti

ITIL

Microsoft 365

Descrizione del lavoro

Compugen Inc. in Toronto, Canada provides first- and second-line technical support for end users across Windows and macOS devices, mobile devices, cloud identity platforms, and VC systems.

You will diagnose issues, manage accounts with Azure AD and Intune, and support onboarding/offboarding, meeting room tech, and software updates. The role emphasizes strong customer service, documentation, and collaboration within an ITSM environment, with adherence to security policies and data protection