Senior Deskside Support Analyst
Compugen Inc
Calgary, AB
About Compugen
Compugen is one of Canada's top Information Technology (IT) solution providers with extensive service and support resources. Our vision is to “simplify the business of technology, together” by focusing on business objectives and outcomes, aligning the most relevant and effective IT solutions to meet those requirements and providing extraordinary ongoing support capabilities.

Every day, over 1500 dedicated employees across Canada focused on providing extraordinary customer service and support experiences to private and public sector organizations. Since 1981, the Compugen team has developed a strong reputation with market-leading vendors and customers, for creating, implementing and supporting creative IT solutions that delight thousands of customers.

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.

A Senior Deskside Support Analyst is an expert in Customer Experience. They will have diverse technical skills and deep understanding of system functionality making them leaders in the Information Technology industry.

Responsibilities:
Excellent communication and time management skills
Serving as the first point of contact for customers seeking technical assistance.
Showcase new technology to business users
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Determining the best solution based on the issue and details provided by customers
Troubleshoot mobile devices, phones, printers and other computer and telecommunications equipment.
Daily incident management
Daily request fulfillment

Qualifications:
Desired education: Diploma or Bachelor's Degree in IT based program
Required experience: Information Technology: 2 years minimum
A Technical Diploma or University degree in Computer Science or related filed is an asset.
ITIL Certification Desirable
Knowledge of an incident and problem management tools and processes
Strong Windows 7 and 10 OS knowledge
Strong troubleshooting skills
Experience supporting Office Suite of products
Good written and verbal communication skills
A sense of urgency to complete tasks and assignments
Ability to take direction and follow practices and procedures consistently and accurately
Good time management skills
Ability to work independently as well as in a team environment
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