Compugen is one of Canada's largest privately-owned and operated IT services providers and PC systems integrators. As part of the Compugen team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.
We require the services of a Service Desk Analyst on a Full Time basis to support our business operations at our Richmond Hill location. The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may include the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Compugen is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our staff members have access to the latest and greatest technologies in performing their daily activities.
The Service Desk Analyst will be responsible for the following:
Provide Service Desk support to users either via phone, email or desk side as required
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 service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution
Apply diagnostic utilities to aid in troubleshooting
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.
Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
Participate in the evolution of a comprehensive training plan for Service Desk procedures; assist in on-the-job training personnel when required;
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;
Must be able to work rotating schedules which include Evenings, weekends and Holidays.
Perform other related duties incidental to the work described herein;
Attend and be involved during Service Desk Team meetings.
The successful resource will possess:
College diploma or university degree in the field of computer science or Min. of 2-3 years of equivalent working experience as a bilingual Service Desk Analyst
Must be ITIL v3 certified or work towards receiving certification within the first 6 months.
Min. of 2-3 years of experience providing user support in an IT call center (troubleshooting, configuring, installing, tracking issues and resolving issues).
Must be able to be cleared by the Federal Government and Provincial at a Secret Level
Must have excellent communication skills (Written and spoken English)
Good understanding of the organization’s goals and objectives
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
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