Bilingual Service Desk - Contract

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 Bilingual Service Desk Analyst provides first-level technical support to end-users, ensuring efficient resolution of IT issues and requests. This role requires fluency in English and French with the ability to communicate effectively across diverse user groups. The analyst will serve as the first point of contact for technical incidents, service requests, and inquiries, delivering excellent customer service and maintaining a high level of professionalism. Key Responsibilities:

• Serve as the first point of contact for end-users via phone, email, chat, or ticketing system.
• Provide technical support for hardware, software, network connectivity, and business applications.
• Log, categorize, and prioritize incidents and service requests in the ITSM system.
• Troubleshoot and resolve issues remotely or escalate to higher-level support teams as needed.
• Maintain detailed documentation of issues and resolutions for knowledge base use.
• Communicate technical solutions clearly in both English and [second language].
• Ensure compliance with Service Level Agreements (SLAs) and IT support processes.
• Assist with onboarding, account management, and access control for new and existing users.
• Participate in continuous improvement initiatives to enhance service delivery.
  
  
  

Skills & Qualifications:

• Fluency in English and [second language, e.g., French/Spanish], both written and spoken.
• 1–3 years of experience in a service desk, help desk, or IT support role.
• Strong knowledge of Windows and/or macOS environments, MS Office 365, and common business applications.
• Familiarity with Active Directory, password resets, and remote support tools.
• Excellent problem-solving, communication, and customer service skills.
• Ability to multitask, prioritize, and work effectively in a fast-paced environment.
• ITIL Foundation certification (an asset).
• Post-secondary education in IT or related field preferred.
  
  
  

Equity Statement At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

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