Deskside Support Analyst

at  Compugen Inc

Daily onsite requirement as a Deskside Support Analyst to provide face to face customer service.
Provide technical support to users via phone, email, chat, remote application, hands on or on the spot.
Full understanding of networking related to LAN, WAN, Wi-Fi, and SIM cards (cellular connectivity).
Diagnose, troubleshoot and/or image computers to resolve hardware related issues.
Diagnose, troubleshoot and resolve printer related issues or installation and maintenance of printers.
Diagnose, troubleshoot and install or reinstall software to resolve software related issues.
Onsite work with onboarding and replacement of user devices located on top of or under desks.
Tracking and reporting of known hardware or software issues, outages and major incidents.
Information gathering, documentation and maintenance of knowledge base documents.
Handle Incidents and Service Requests in a timely manner to meet deadlines while providing detailed and quality updates using ticketing tool.
Answering Helpdesk calls as a back up to Level 1 Support during peak times or when required.
Strong problem-solving and interpersonal skills with excellent written and verbal communication skills.
Exceptional time-management, organizational, multitasking and prioritizing abilities.
Responsible and self-managed to work in a team environment and independently when required.
Maintain and deliver a high level of customer service in which performance is measured by SLA, customer feedback and survey results.
Requires heavy lifting when moving computers, hardware, and printers.
Valid driver’s license and vehicle required for occasional onsite work at various local locations.
Travel may be required within BC for onsite work or coverage at various locations when required.
Perform other duties within skillset as assigned by coordinator when required.