Compugen IncVerified Job Source

Team Lead Helpdesk Support Analyst

Surrey, British Columbia, Canada
Remote
Posted Sep 27, 2026
1 position

Opens an external site

Employment type: Full-time
Experience level: Mid-level · 2+ years
Apply by: Oct 25, 2026
Posting language: English
Working hours: 40 hours per week
Seniority: Mid-Senior level

Job summary

Lead and guide a helpdesk team of up to three analysts while providing Level 1 support to end users by troubleshooting hardware and software issues through phone, email, and web channels. Improve service processes and documentation, maintain knowledge resources, communicate clear solutions to customers, and escalate issues when needed.

Job details

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: 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 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 representatives 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.

What you’ll do

Requirements

Requires at least three years of technical support experience, including one year as a team lead in a call-centre environment, along with experience using an online ticketing system. Strong customer service, communication, analytical, and problem-solving skills are required; post-secondary technology education is preferred, and A+ or ITIL certification is an asset.