Helpdesk Support Analyst

About Compugen Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences. If you are driven to make a difference, relentlessly curious and collaborative at the core, we would love to talk to you. Join us and help us make a difference. Helpdesk Support Analyst Compugen is currently recruiting for a Helpdesk Support Analyst. Flexibility to work full-time shifts, including weekends and evenings is required. The Helpdesk Support Analyst's ultimate goal is to assist callers with troubleshooting applications and hardware through friendly and professional communication. We are seeking reliable, adaptable individuals with a proven record of exceptional problem-solving and courteous phone presence. 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 install 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 problems and solutions log for use by other Technical Support Representatives Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements Be available to work rotating schedules which include evenings, weekends and holidays. 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 Equity Statement: Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We 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.