Service Desk Analyst

3 weeks ago

Canada Compugen Inc Full time

**Job Title**
- Service Desk Analyst

**Vacancy No**
- VN6993

**Work Location**
- Any location Canada

**Base Pay Range**
- $50000-$52000 Annually *range is not inclusive of variable compensation (if applicable).

**Job Details**

**Position : Service Desk Analyst**
**Location : Anywhere in Canada (Remote)**

**Overview**
Compugen is one of Canada's top Information Technology (IT) solution providers with extensive service and support resources. Our vision is to simplify the business of technology, together by focusing on business objectives and outcomes, aligning the most relevant and effective IT solutions to meet those requirements and providing extraordinary ongoing support capabilities.
- Every day, over 1500 dedicated employees across Canada focus on providing extraordinary customer service and support experiences to private and public sector organizations. Since 1981, the Compugen team has developed a strong reputation with market-leading vendors and customers, for creating, implementing and supporting creative IT solutions that delight thousands of customers.
- **Responsibilities**
- Build relationships with customers both in person and over the phone.
- Expectation to resolve the majority of incidents or requests on first contact where possible.
- Contribute to team innovation through ideas for process improvement and efficiency.
- Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements.
- Document all problems and solutions in the Service Desk ITSM system.
- Be available to work rotating schedules if needed, which may include evenings, weekends and holidays.

**Qualifications**
- College diploma or university degree in the field of computer science or technology.
- Exceptional customer service and interpersonal skills, with a focus on rapport-building.
- Minimum 2 years of related experience in a technical setting.
- Strong support knowledge of PC hardware, Microsoft operating systems (Windows 10 and newer), Citrix and Network troubleshooting.
- Industry certificates i.e. A+, Microsoft certifications, HDI, ITIL an asset.
- Related technical experience in either a work or school environment.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Experience working in a team-oriented, collaborative environment.
- Willingness to participate in non-standard working time models, which may include overnights, weekends and holidays.
- Consistent with our commitments to equity and diversity, we actively recruit women, visible minorities, aboriginal people and persons with disabilities. We also provide employment accommodation upon request to current employees and to applicants during the recruitment process. We comply with human rights codes in all jurisdictions where we operate and aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs._

LI-RB1

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