Team Lead Helpdesk Support Analyst

Compugen Inc; Surrey; On-site; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Remote/hybrid work options

Professional development

Diversity & Inclusion initiatives

Women in Technology Network

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.

Skills

Team Lead

Helpdesk support

Technical troubleshooting

Customer service

Email/phone support

Ticketing systems

Hardware knowledge

ITIL awareness

Education

Post-secondary education in technology

Tools

Ticketing system

Remote support tools

Knowledge base

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. **Position Overview:** Compugen is currently recruiting for a Team Lead-Helpdesk Support Analyst. Flexibility to work full-time shifts, including weekends and evenings is required. The Helpdesk Support Analyst/Team Lead’s ultimate goal is to assist callers with troubleshooting applications and hardware through friendly and professional communication and lead the Helpdesk Team consisting of upto 3 individuals. We are seeking reliable, adaptable individuals with a proven record of exceptional problem-solving and courteous phone presence. **Key Responsibilities:** * Provide guidance and assistance to the other Helpdesk Analysts. * Provide continuous service improvement by identifying and implementing improvements to processes, documentation and systems in cooperation with the service desk supervisor. * Provide helpdesk support services to end users, including device and software application troubleshooting over the phone, through email and web support. * Identify and resolve Level 1 technical issues with hardware and installed applications on various devices. * Assist customers with clear communication and step-by-step solutions. * Contribute to team innovation through ideas for process improvement and efficiency * Escalate concerns/questions to supervisor as required. * Collect, organize and maintain a problem and solution documentation for use by other Technical Support Representatives * Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements * Be available to work rotating schedules which include evenings (up to 8pm), weekends and holidays. **Skills & Qualifications:** * 3 years of experience in a technical support role as well as 1 year being a Team Lead within call-centre environment * Experience using an online ticketing system * Exceptional customer service and communication skills * Proven analytical and problem-solving abilities * Post-Secondary education within technology is preferred * Experience working in a team-oriented, collaborative environment * A+ and ITIL certification is an asset **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. | |