Helpdesk Support Analyst

at  Compugen Inc

HELPDESK SUPPORT ANALYST

Compugen is currently recruiting for a Helpdesk Support Analyst. Flexibility to work full-time shifts, including weekends and evenings is required. The Helpdesk Support Analyst’s ultimate goal is to assist callers with troubleshooting applications and hardware through friendly and professional communication. We are seeking reliable, adaptable individuals with a proven record of exceptional problem-solving and courteous phone presence.

QUALIFICATIONS:

1 year of experience in a technical support role within call-centre environment
Experience using an online ticketing system
Exceptional customer service and communication skills
Proven analytical and problem-solving abilities
Post-Secondary education within technology is preferred
Experience working in a team-oriented, collaborative environment
A+ certification is an asset

Provide helpdesk support services to end users, including device and software application troubleshooting over the phone, through email and web support.
Identify and resolve Level 1 technical issues with hardware and install applications on various devices
Assist customers with clear communication and step-by-step solutions
Contribute to team innovation through ideas for process improvement and efficiency
Escalate concerns/questions to supervisor as required
Collect, organize and maintain a problems and solutions log for use by other Technical Support Representatives
Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
Be available to work rotating schedules which include evenings, weekends and holidays.