Service Desk Analyst

Compugen Service Support Role

This role is to provide first level and second level service support to our customers and technicians by; responding to customer service requests, troubleshooting problems, creating a case and work order in JDE, ordering parts and assigning the call for a technical resource to be dispatched, assisting technicians with correct part identification and support on potential deployments. 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. 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. In addition, we offer an attractive compensation program and a comprehensive benefits package which includes Dental, Health Care, Vision, Short/Long Term Disability, Accidental Death and Dismemberment, Life Insurance, and Travel coverage.

Responsibilities

Receive service request from our customers through various methods. Respond to customer requests in an efficient, professional, timely manner. Communicate clearly and objectively with difficult or irate customers. Provide hardware and software troubleshooting over the phone to determine nature of problem. Determine urgency of request, establish priority sequence, and enter in JD. Create JDE cases in Compugen's Call Management System (SCM) and assign to coordinators with accuracy. Entitle contract, warranty and billable status utilizing internal tools and external websites. Identify and order parts required according to customer contract, internal stock and warranty status. Provide quotes to customer with accurate calculations. Alert the business on all critical incidents and server calls. Communicate with managers, escalating when necessary. Prioritize and multitask a high workload of various activities. Complete special projects and tasks assigned by management. Report non-conformances with system or processes to ensure tools and profiles are adequate. Responsible to follow ISO procedures outlined in Compugen's Quality Management System. May be required to take ISO auditor training and provide auditing services in support of the ISO quality process for the department.

Qualifications

Technical degree or diploma and/or equivalent business experience. Availability to work shifts, evening and weekends. 3-5 years experience in a Helpdesk, Call Center and/or PC technical role. Bi-lingual English/French support an asset. A+ Certification an asset. MCP and MCSE an asset. Hardware certifications (HP, Compaq, IBM, Toshiba) an asset. HP and Lexmark printer experience and certifications an asset. Strong support knowledge of PC hardware and software knowledge in Microsoft Office Suite. Experience with troubleshooting to determine and resolve problems. Strong communication and phone skills; excellent customer service, analytical and problem solving skills a must. Strong organizational and time management skills. Ability to diffuse tense customer situations and project a positive, confident outlook. A sense of urgency to complete tasks and assignments. Ability to work independently as well as in a team environment. Excellent written and verbal communication skills. High level of integrity and honesty. Ability to take direction and follow practices and procedures consistently and accurately. Strong organizational and time management skills. Strong communication and listening skills. Strong Analytical/problem solving/decision making skills. Cooperative, flexible, team player.

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.