Service Desk Analyst- Onsite

Compugen Inc; Toronto; Hybrid; CAD 55,000 - 70,000; Full time

Benefits offered by this job

Remote work/hybrid options

Professional development

Diversity & inclusion

Work-life flexibility

Women in Technology Network

Job summary

Compugen Inc. is seeking a capable IT helpdesk professional to support users via phone, email, and chat. You will triage issues, document resolutions, and assist with installations and configurations on Windows environments and Office 365. This onsite role offers possible hybrid arrangements and a collaborative team culture.

The ideal candidate has a 3+ year background in customer service or technical support, with strong English communication and a customer-first mindset.

Qualifications

• Degree or certificate in Computer Science, or related field, or equivalent work experience.
• Minimum 3 years in customer service or technical support with troubleshooting experience.
• Will need to complete OPP Clearance on start date.
• ITIL is an asset; Microsoft certifications are an asset.

Responsibilities

• Provide support to users via phone, email, or chat.
• Record, document, and track issues through resolution.
• Perform initial problem analysis and triage to appropriate staff.
• Assist with installation, configuration, and setup of computer systems as needed.
• Support Office Suite, O365, browsers, and Windows environments.

Skills

Customer service

Troubleshooting

Windows 10/11

English communication

O365/Office 365

Active Directory

Azure AD

Remote support

Education

Degree/diploma in CS or related

Tools

LogMeIn Rescue

Office 365

Job description

| | | | | --- | | **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. **Key Responsibilities:** * Provide support to users either via phone, email, or chat * 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 * Create knowledgebase articles to support efficient issue 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; * Supporting and resolving common applications including the Office Suite, O365, browsers, and Windows * Executive communication and white glove service **Skills & Qualifications:** * Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience * Minimum 3 years of experience in a customer service or technical support role (troubleshooting, configuring, installing, tracking issues and resolving issues). * The successful candidate will need to complete OPP Clearance upon starting with the organization * ITIL certification is considered an asset * Microsoft Technical Certification / A+ is considered an asset * Understanding of Windows 10 / 11 environment * Strong (fluent) written and spoken communication skills in 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 conduct research into a wide range of computing issues as required. * Ability to absorb and retain information quickly * 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. * Strong Troubleshooting Skills * Strong knowledge of Active Directory and O365, Azure AD * ITSM adherence, process adherence * A sense of urgency to complete tasks and assignments * Experience supporting Office Suite of products including O365 * Experience supporting users with remote support tools such as Logmein Rescue **Working Conditions:** * Professional and collaborative office environment * Business casual dress code * Onsite collaboration with cross-functional team members * Standard working hours: Monday to Friday, between 8:00 AM and 5:00 PM (Onsite 5 Days in Office) **What Compugen Offers You:** * Exciting, fast-paced challenging work environment * A culture where authenticity and diversity are valued * Professional development * Participation in Women in Technology Network * Opportunities to give back to our local communities * Collaborative supportive team members * Remote work/hybrid work options * Work/life flexibility **Equity Statement** At 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. | |