Bilingual Service Desk Analyst

Compugen Inc; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

An established industry player seeks a Bilingual Service Desk Analyst to provide exceptional support to users across Canada. This role involves troubleshooting, configuring, and resolving technical issues while maintaining a focus on customer satisfaction. Join a dynamic team where your bilingual skills in English and French will shine, and your contributions will drive meaningful change. With a commitment to diversity, equity, and inclusion, this organization offers a collaborative work environment that values your well-being and professional growth. Embrace the opportunity to work in a fast-paced, innovative setting that encourages curiosity and creativity.

Benefits

Professional Development

Remote Work Options

Work/Life Flexibility

Participation in Women in Technology Network

Supportive Team Environment

Diversity and Inclusion Initiatives

Qualifications

• Minimum 2 years of experience in customer service or technical support.
• Possess a degree, diploma, or certificate in Computer Science or equivalent.

Responsibilities

• Provide support to users via phone, email, or desk side as required.
• Perform network problem analysis and monitoring tasks.
• Document the request problem-solving process until resolution.

Skills

Customer Service

Technical Support

Windows 10

Bilingual (English and French)

Analytical Skills

Interpersonal Skills

Problem Solving

Attention to Detail

Education

Degree in Computer Science

Diploma in Computer Science

Certificate in Computer Science

Tools

Reporting Tools

Service Desk Tracking System

Job description

Full details of the job.

Job Title

Bilingual Service Desk Analyst

Vacancy No

VN7633

Company Name

Compugen

Work Location

Any location Canada

Base Pay Range

$24-$26 Hourly *range is not inclusive of variable compensation (if applicable).

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 deliver experiences by design.

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 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 service restaurant is an asset.
• Understanding of Windows 10 environment.
• Strong (fluent) written and spoken communication skills in English. French is an asset.
• 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're committed to diversity, equity and inclusion, actively recruiting from all groups. We provide accommodation upon request for all applicants during the recruitment process. At Compugen, we believe that everyone deserves a seat at the table. If you require accommodation, our People & Culture representative will work with you to meet your needs.