Bilingual Service Desk Analyst

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

Job summary

An established industry player is seeking a Bilingual Service Desk Analyst to join their dynamic team. This role offers the flexibility to work from anywhere in Canada, providing support to users through various channels. You will engage in troubleshooting, problem analysis, and documentation, ensuring a seamless experience for all users. The company fosters a human-centered culture, emphasizing well-being and professional growth. If you are curious, collaborative, and passionate about technology, this opportunity is perfect for you to make a meaningful impact in a supportive environment.

Benefits

Professional Development

Women in Technology Network Participation

Work/Life Flexibility

Collaborative Team Environment

Diversity and Inclusion Initiatives

Qualifications

• Minimum 2 years in customer service or technical support.
• Strong communication skills in English, French is an asset.

Responsibilities

• Provide support via phone, email, or desk side.
• Perform network problem analysis and monitoring tasks.
• Document request problem-solving processes.

Skills

Customer Service

Technical Support

Problem Solving

Communication Skills

Windows 10

Interpersonal Skills

Analytical Skills

Bilingual (English-French)

Education

Degree in Computer Science

Diploma in related discipline

Tools

Reporting Tools

Service Desk Tracking System

Job description

Full details of the job.

Job Title

Bilingual Service Desk Analyst

Vacancy No

VN7634

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.