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: This role is to provide first level and second level service support to our customers and technicians by; responding to customer service requests, troubleshoot problem, create a case and work order in JDE, order parts and assign the call for a technical resource to be dispatched, assisting technicians with correct part identification, documentations, escalations 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.

Key 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 Skills &

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 communication and listening skills Solid Analytical/problem solving/decision making skills Cooperative, flexible, team player 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.

📌 Service Desk Analyst (Canada)
🏢 Compugen
📍 Canada