Bilingual Service Desk Analyst

3 weeks ago

Toronto, Canada Compugen Inc Full time

**Position : Bilingual Service Desk Analyst**

**Hybrid - Downtown Toronto**

**Overview**
- Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.
- If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.

**Responsibilities**:

- Contribute to team innovation through ideas for process improvement and efficiency.
- Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements.
- Document all problems and solutions in the Service Desk Tracking System.
- Build relationships with customers.
- Be available to work rotating schedules if needed, which may include evenings, weekends and holidays.

**Qualifications**:

- College diploma or university degree in the field of computer science or technology.
- Exceptional customer service and interpersonal skills, with a focus on rapport-building.
- 2 years of experience of related experience.
- Related technical experience in either a work or school environment.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Experience working in a team-oriented, collaborative environment.
- Consistent with our commitments to equity and diversity, we actively recruit women, visible minorities, aboriginal people and persons with disabilities. We also provide employment accommodation upon request to current employees and to applicants during the recruitment process. We comply with human rights codes in all jurisdictions where we operate and aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs._

**Poste : Analyste du centre de services bilingue (français et anglais)**
- Compugen est l'un des plus importants fournisseurs privés de solutions de technologie de l'information (TI) au Canada. Nous aidons nos clients à concevoir, acquérir, intégrer et exploiter la technologie. Notre mission est d'aider les organisations à réaliser de nouvelles possibilités. Chaque jour, notre personnel dévoué à travers l'Amérique du Nord se concentre pour offrir un excellent service à la clientèle et des expériences de soutien extraordinaires aux organisations des secteurs privé et public. Nous combinons l'étendue des compétences, la profondeur de l'expertise et l'engagement envers l'excellence opérationnelle à grande échelle pour offrir des expériences exceptionnelles axées sur le service client.
- Si vous êtes déterminé(e) à faire une différence et que vous faites preuve de curiosité et de collaboration continuelle, nous serions ravis de vous parler. Joignez-vous à nous et aidez-nous à faire une différence.

**Responsabilités**:

- Contribuer à l'innovation de l'équipe grâce à des idées d'amélioration et d'efficacité des processus.
- Développer, mettre en œuvre et/ou participer à la préparation d'articles de base de connaissances et/ou de documentation pour l'utilisation du Service Desk ; formuler des recommandations d'améliorations.
- Documentez tous les problèmes et solutions dans le système de suivi du centre de services.
- Établir des relations avec les clients.
- Être disponible pour travailler selon des horaires rotatifs si nécessaire, ce qui peut inclure les soirs, les fins de semaine et les jours fériés.

**Qualifications**:

- Diplôme d'études collégiales ou universitaires dans le domaine de l'informatique ou de la technologie.
- Service à la clientèle exceptionnel et compétences interpersonnelles, en mettant l'accent sur l'établissement de relations.
- 2 ans d'expérience d'expérience connexe.
- Expérience technique connexe dans un environnement de travail ou scolaire.
- Capacités éprouvées d'analyse et de résolution de problèmes.
- Capacité à hiérarchiser et à exécuter efficacement les tâches dans un environnement en évolution rapide.
- Expérience de travail dans un environnement collaboratif axé sur l'équipe.

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