End User Computing Analyst

Position: End User Computing Analyst Location: Markham, Ontario About Compugen Compugen is one of Canada's largest privately-owned 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, customer-focused 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. End User Computing Analyst We are searching for an exceptional End User Computing Analyst to support current customer and actively grow our business and support our customer on a daily basis. Join a team that is invested in your future, who provides training, coaching, and career path development. Your voice matters and we want to hear it. Our sales team works together to test new ideas before we go all in. If you are someone who gets things done, entrepreneurial, is curious, and coachable, come make Compugen the place to learn, grow, and accelerate your career. How you’ll make a huge impact here - and in your career: Assist internal teams in setting up hardware in office Managing hardware (laptops/monitors/peripherals) deployments, maintaining documentation to track all equipment. Procurement of new hardware/peripherals/cellular as required Assist in daily operational support activities that are performed by TCCI partners and vendors, including on-prem and Cloud. Adhere to and inform on uniform system administration practices and ensure the necessary security policies and procedures are in place to minimize risks. Provide timely response to queries, provide coordination and escalation point for all incidents and problems. Provide first level IT Support for telecommunications and on-premises security system as required. Assist in defining standard operating procedures, service levels, KPIs, and controls for all IT processes. Adapt to a rapidly changing technology landscape by assessing and implementing continuous improvements while ensuring the management of environments, capacity planning and IT assets. Work closely with information security team for ensuring internal company policies, compliance requirements, and contractual commitments are maintained. Work with vendors to help ensure proper contracts and pricing are in place and support management in budgeting, forecasting and operations of this area. Skills and qualifications, you’ll bring: 5+ years of demonstrated hands-on experience in Production Operations or Support environment Previous experience with IT Operations, Help Desk and Problem Management tools or procedures.Understanding of the importance of process discipline to production operations.Understanding of ITIL process concepts (Incident, Problem, Request Fulfillment, Change, Knowledge Management) and ServiceNow.Proven experience in incident identification, diagnosis, troubleshooting, resolution, and solution implementation.analytical, problem solving, critical thinking and decision-making skills.Excellent communication (verbal and written), interpersonal, presentation, customer service and relationship building skills.Strong teamwork, innovation, adaptability, and decision-making abilities.Strong customer focus, results orientation, and business acumen.Must have flexibility to work outside of regular business hours if/when required.Proficiency with Microsoft Office Tools is required What you’ll love about us: Every day, over 1500 dedicated employees across Canada focus on providing exceptional customer service and support experiences to private and public sector organizations. Since 1981, the Compugen team has developed a strong reputation with market-leading vendors and customers, for creating, implementing and supporting innovative IT solutions that delight thousands of customers. We value and celebrate the diversity of our team and welcome applications from racially visible persons, Indigenous peoples and persons of the LGBTQ+ community. Most importantly, we love to work hard, and we love to have fun. We’re in it to win it. Equity Statement 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