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:
Toyota Canada Inc. (TCI) has an exciting opportunity for an individual who is has strong customer service skills and is solutions oriented. This is an opportunity that will report to the Manager, User Services and Service Delivery. The selected candidate will provide 1 st and 2 nd level technical Desktop support to users through incident management by phone, email and walk-ups. This individual will be responsible for review technical offerings/processes/applications as it relates to dealership technical infrastructure and processes and make recommendations for enhancement. The successful candidate will focus on planning, implementation and supporting Dealer-facing TCI applications.

Key Responsibilities:

• Provide technical end-user support needs via phone and e-mail
• Perform desk-side visits when required to address incidents
• Track all incident management and request management activities through the case management system (ServiceNow)
• Installs, configures and troubleshoots desktops/laptops/AWS WS
• Participate in and support "first call" resolution objectives
• Create, modify and disable user and computer accounts as required (primary accounts includes Active Directory, Mainframe
• Recognize trends and fault patterns and escalate potential incidents to the Service Desk Team Lead
• Identify and improve system processes to comply with TCI's annual Kaizen (Continuous Improvement objectives)
• Creation of graphs, charts, reports and spreadsheets using Excel software
• Assist in development of business process documentation and updating related materials
• Maintain a high level of awareness in technology and industry trends
• Provide Level 1 technical support to Dealer Network
• Participate in rotational shifts to cover 7 am to 9 pm Mon to Fri
• Other duties and projects as required
• Participate in rotational on-call 7pm – 7am Mon – Sun if required

Skills & Qualifications:

• Bilingual (French and English) mandatory
• Strong customer focus and orientation required, including the ability to deal with customers in a calm and professional manor
• Strong PC troubleshooting skills, including experience in solving both hardware and software application issues.
• Prior Helpdesk/Call Centre experience
• Strong teamwork ethic
• Education Requirement: College Diploma and/or University Degree in Computer Science or equivalent work-related experience
• Knowledge of retail automotive/Dealership IT and Internet Technology concepts
• Advanced use of ITIL based case management tracking systems (ticketing tools) an asset
• Minimum 3 years related work experience
• Excellent written/oral/presentation skills
• Independent, proactive self-starter
• Intermediate knowledge of Office 365, imaging tools such as MDT or SCCM
• Knowledge of SCCM packaging and scripting is an asset

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.