Team Lead Helpdesk Support Analyst

2 months ago

Surrey, Canada Compugen Inc Full time

**Job Title**

Team Lead Helpdesk Support Analyst

**Vacancy No**

VN7472

**Company Name**

Compugen Inc

**Work Location**

Surrey, BC

**Base Pay Range**

$60000-$70000 Annually *range is not inclusive of variable compensation (if applicable).

**Job Details**

**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**:
**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.
- 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're committed to diversity, equity and inclusion, actively recruiting from all groups. We provide accommodation upon request to all applicants during the recruitment process. At Compugen, we believe that everyone deserves a seat at the table. If you require an accommodation, our People & Culture representative will work with you to meet your needs.

**#LI-RB1

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