Help Desk Support Analyst

1 week ago

Surrey, British Columbia, Canada Compugen Inc Full time

Job Title

Help Desk Support Analyst (Hybrid)

Vacancy No

VN9022

Company Name

Compugen Inc

Work Location

Surrey, BC

Pay Range / Rémunération

Base Compensation: $50000-$55000 Annually *range is not inclusive of variable compensation (if applicable). Total Cash Compensation: $50000-$55000 Annually (range is inclusive of variable compensation if applicable)

Pipeline Posting

No

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:
  • 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:

  • 1 year of experience in a technical support role 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+ certification is an asset

Working Conditions

  • Standard work hours are Monday to Friday, 9:00am to 5:00pm
  • 30-minute unpaid lunch break
  • Availability to work evenings, weekends and out of town
  • May be required to work overtime, with paid compensation based on local Employment Standards Act.
  • Travel to client sites, with the ability to travel long distances when required
  • Frequently assigned to new tasks to adjust to changing priorities.

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.
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