Team Lead Helpdesk Support Analyst

at  Compugen Inc

POSITION OVERVIEW:

Compugen is currently recruiting for a Team Lead-Helpdesk Support Analyst. Flexibility to work full-time shifts, including weekends and evenings is required. The Helpdesk Support Analyst/Team Lead’s ultimate goal is to assist callers with troubleshooting applications and hardware through friendly and professional communication and lead the Helpdesk Team consisting of upto 3 individuals. We are seeking reliable, adaptable individuals with a proven record of exceptional problem-solving and courteous phone presence.

Key Responsibilities:

• Provide guidance and assistance to the other Helpdesk Analysts.
• Provide continuous service improvement by identifying and implementing improvements to processes, documentation and systems in cooperation with the service desk supervisor.
• 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 installed 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 problem and solution documentation for use by other Technical Support Representatives
• Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
• Be available to work rotating schedules which include evenings (up to 8pm), weekends and holidays.

Skills & Qualifications:

• 3 years of experience in a technical support role as well as 1 year being a Team Lead 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+ and ITIL certification is an asset

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

• Provide guidance and assistance to the other Helpdesk Analysts.
• Provide continuous service improvement by identifying and implementing improvements to processes, documentation and systems in cooperation with the service desk supervisor.
• 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 installed 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 problem and solution documentation for use by other Technical Support Representatives
• Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
• Be available to work rotating schedules which include evenings (up to 8pm), weekends and holidays