Bilingual Service Desk Analyst

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.

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.

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!

Position Overview

The role can be performed from anywhere in Canada

Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Call Handling / Access Provisioning use; make recommendations for improvements.

Perform other related duties incidental to the work described herein.

Attend and be involved during team meetings.

Key Responsibilities

Provide support to users either via phone, email or desk side as required

Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems;

Perform initial problem analysis and triage problem to other appropriate staff when appropriate

Record, track and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution

Apply diagnostic utilities to aid in troubleshooting

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

Perform post-resolution follow-ups to help requests.

Follow instructions and pre-established guidelines to perform the functions of the job;

Collect, organize and document all problems and solutions in the Service Desk Tracking System;

Assist technicians with installation, configuration and set up of computer systems as per established procedures when required;

Skills & Qualifications

Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience

Minimum 2 years of experience in a customer service or technical support role (troubleshooting, configuring, installing, tracking issues and resolving issues).

Experience working with reporting tools

Experience working in a quick serve restaurant is an asset

Understanding of Windows 10 environment

Strong (fluent) written and spoken communication skills in English and French.

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Good understanding of the organization's goals and objectives

Attention to detail

Ability to conduct research into a wide range of computing issues as required.

Ability to absorb and retain information quickly

Ability to present ideas in a user-friendly language.

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Experience working in a team-oriented, collaborative environment.

Perfectly bilingual (FR-EN)

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…