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: The Service Desk Agent provides first-line technical support to Reliance users, delivering a responsive and positive customer experience while resolving incidents and service requests. The role is responsible for troubleshooting common end-user technology issues, documenting and managing tickets through ServiceNow, and ensuring issues are resolved or escalated in accordance with established service levels and support processes.
Key Responsibilities:
- Provide Level 1 technical support to Reliance users through phone, email, chat, and the ServiceNow portal.
- Diagnose and resolve common hardware, software, Windows, Microsoft 365, connectivity, printing, and access-related issues.
- Accurately log, categorize, prioritize, and document incidents and service requests in ServiceNow.
- Focus on resolving issues at first contact whenever possible while maintaining a positive customer experience.
- Escalate issues to appropriate Level 2 or specialized support teams when additional expertise is required.
- Monitor assigned tickets and follow through with users until resolution or successful escalation.
- Meet established service targets, including response times, resolution expectations, SLA performance, and customer satisfaction.
- Follow documented procedures and knowledge articles and contribute to improving Service Desk knowledge where gaps are identified.
- Communicate clearly with users, providing regular updates and setting appropriate expectations throughout the support process.
- Identify recurring issues or trends and raise them to Service Desk leadership for further investigation.
- Participate in shift schedules and coverage requirements necessary to support Reliance's business operations.
Skills & Qualifications:
- 1 to 3 years of experience in a Service Desk, Help Desk, or technical customer-support environment.
- Strong customer-service mindset with the ability to communicate effectively with both technical and non-technical users.
- Working knowledge of Windows desktop environments and Microsoft 365 applications, including Outlook, Teams, and OneDrive.
- Experience troubleshooting common end-user hardware, software, network connectivity, printing, authentication, and access issues.
- Familiarity with ServiceNow or another IT Service Management platform.
- General understanding of ITIL-based incident and service request management practices.
- Strong troubleshooting and problem-solving skills with the ability to determine when an issue should be escalated.
- Ability to document troubleshooting activities and resolutions clearly and accurately.
- Comfortable working in a fast-paced environment while managing multiple tickets and priorities.
- Able to work collaboratively with Level 2 support teams and other technical groups.
- ITIL Foundation, CompTIA A+, Microsoft Fundamentals, or similar certifications are considered an asset.
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 representative 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.
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