Helpdesk Support Analyst

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

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.

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

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.