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. 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 CanadaDevelop, 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 requiredPerform 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 appropriateRecord, track and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolutionApply diagnostic utilities to aid in troubleshootingAccess software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutionPerform 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 experienceMinimum 2 years of experience in a customer service or technical support role (troubleshooting, configuring, installing, tracking issues and resolving issues).Experience working with reporting toolsExperience working in a quick serve restaurant is an assetUnderstanding of Windows 10 environmentStrong (fluent) written and spoken communication skills in English. French is an assetExceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.Good understanding of the organization's goals and objectivesAttention to detailAbility to conduct research into a wide range of computing issues as required.Ability to absorb and retain information quicklyAbility to present ideas in a user-friendly language.Proven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExperience working in a team-oriented, collaborative environment.Perfectly bilingual (FR-EN) What Compugen Offers You: Exciting, fast-paced challenging work environmentA culture where authenticity and diversity are valuedProfessional developmentParticipation in Women in Technology NetworkOpportunities to give back to our local communitiesCollaborative supportive team membersRemote work/hybrid work optionsWork/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…