Service Desk - Mississauga, Canada - Compugen Inc

Compugen Inc

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

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Compugen is one of Canada's largest privatelyowned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customerfocused experiences.
If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you. Join us and help us make a difference.

Responsibilities:

Resolve technical issues related to servers, computers, printers, computer peripheral devices and telecommunication devices.
Recording, categorizing and logging requests for service using a central ticket management solution;
Leveraging available tools (SMS, remote support utilities, knowledge base and other sources of documentation) to resolve incidents in an efficient and effective manner
Transferring and escalating incidents and problems to 2nd/3rd level support resources and following up with ticket owners to ensure resolution in a timely manner;
Provisioning, changing and deprovisioning user accounts in accordance with corporate policies and procedures
Ability to provide training to staff and users.
Develops procedures and provides documentation for staff and users manuals.
Upgrading existing PC Hardware and software.
Provide technical support to hospital staff during business and after hours by participating in oncall rotation
Other duties as assigned.

Requirements:

Successful completion of University and/or Community College diploma in a healthrelated or computer technology program.
Minimum 3 years' experience in a Technical Service Desk role is required.
Minimum 3 years' experience with expert level proficiency in Microsoft, Windows 7, Windows 8 and Microsoft Office 2013, MS Server 2008/12, MS SQL 2008/12, and Citrix Desktop is required.
Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
Experience in troubleshooting Local and Wide area networks and is an asset.
ITIL Foundation experiences and/or certification is an asset.
A highly developed customerservice orientation.

ITR

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.