Service Desk Analyst

**Job Title**

Service Desk Analyst - 5 Month Contract

**Vacancy No**

VN7407

**Company Name**

Compugen Inc

**Work Location**

Calgary, AB

**Base Pay Range**

To be discussed during the recruitment process

**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.

**Key Responsibilities**:

- Participate in the evolution of a comprehensive training plan for Service Desk procedures; assist in on-the-job training personnel when required.
- Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Call Handling / Access Provisioning use; make recommendations for improvements.
- Perform other related duties incidental to the work described herein.
- Attend and be involved during team meetings.
- Call Handling Responsibilities:_
- Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems.
- 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
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem 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.

**Skills & Qualifications**:

- Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience
- Minimum 2 years of experience in customer service or technical support role (troubleshooting, configuring, installing, tracking issues and resolving issues).
- Experience working with reporting tools
- Understanding of Windows 10 and 11 environments
- Strong written communication and interpersonal skills (Written and spoken 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

**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 accommodation, our People & Culture representative will work with you to meet your needs. #LI-RB1