Job Description

D\xc3\xa9couvrez Compugen
Compugen est le plus grand alli\xc3\xa9 technologique priv\xc3\xa9 au Canada. Nous croyons que pour innover nos industries, transformer nos entreprises, connecter nos communaut\xc3\xa9s et provoquer de r\xc3\xa9els changements, nous devons voir plus grand, \xc3\xa9largir notre port\xc3\xa9e et agir avec plus d\'audace. Gr\xc3\xa2ce \xc3\xa0 notre expertise, notre curiosit\xc3\xa9 et notre approche collaborative, nous aidons les organisations \xc3\xa0 cr\xc3\xa9er et offrir des exp\xc3\xa9riences num\xc3\xa9riques r\xc3\xa9fl\xc3\xa9chies et m\xc3\xa9morables. Pour nous, c\'est ce que \xc3\xa7a veut dire de s\'appuyer sur la technologie tout en restant centr\xc3\xa9 sur l\'humain.Aider les organisations \xc3\xa0 imaginer et r\xc3\xa9aliser de nouvelles possibilit\xc3\xa9s, ce n\'est pas juste un slogan pour nous - c\'est ce qui guide notre quotidien. Nous croyons fonci\xc3\xa8rement que la technologie est le conduit, mais les gens sont les points de connexion qui rendent la magie possible!Notre culture
Notre culture priorise le bien-\xc3\xaatre humain et s\'investit dans votre potentiel. Nous sommes non seulement d\xc3\xa9di\xc3\xa9s \xc3\xa0 nos objectifs d\'entreprise, mais aussi \xc3\xa0 vos objectifs professionnels.Si vous avez une curiosit\xc3\xa9 inlassable, un d\xc3\xa9sir de faire une diff\xc3\xa9rence et un esprit fondamentalement collaboratif, vous \xc3\xaates au bon endroit.Survol du r\xc3\xb4le:Le r\xc3\xb4le peut \xc3\xaatre exerc\xc3\xa9 \xc3\xa0 partir de n\'importe quel emplacement au Canada;\xc3\x89laborer, implanter et/ou participer \xc3\xa0 la pr\xc3\xa9paration d\'articles de base de connaissances et/ou de documentation pour le traitement des appels/ l\'approvisionnement des acc\xc3\xa8s ; formuler des recommandations d\'am\xc3\xa9lioration;Effectuer d\'autres t\xc3\xa2ches connexes li\xc3\xa9es au travail d\xc3\xa9crit dans le pr\xc3\xa9sent document;Participer et s\'impliquer dans les r\xc3\xa9unions d\'\xc3\xa9quipe;Responsabilit\xc3\xa9s cl\xc3\xa9s:Fournir une assistance aux utilisateurs par t\xc3\xa9l\xc3\xa9phone, par courrier \xc3\xa9lectronique ou bureau, s\'il y a lieu; Effectuer diverses t\xc3\xa2ches d\'analyse et de surveillance des probl\xc3\xa8mes de r\xc3\xa9seau, surveiller les syst\xc3\xa8mes de gestion de r\xc3\xa9seau et r\xc3\xa9pondre de mani\xc3\xa8re appropri\xc3\xa9e aux demandes et aux probl\xc3\xa8mes des utilisateurs ;Effectuer une premi\xc3\xa8re analyse des probl\xc3\xa8mes et les transmettre, le cas \xc3\xa9ch\xc3\xa9ant, \xc3\xa0 d\'autres membres du personnel comp\xc3\xa9tents;Enregistrer, suivre et documenter le processus de r\xc3\xa9solution des probl\xc3\xa8mes li\xc3\xa9s aux demandes, incluant toutes les d\xc3\xa9cisions prises, qu\'elles aient abouti ou non, et les actions entreprises jusqu\'\xc3\xa0 la r\xc3\xa9solution finale;Appliquer des outils de diagnostic pour faciliter le d\xc3\xa9pannage; Acc\xc3\xa9der aux mises \xc3\xa0 jour des logiciels, aux pilotes (drivers), aux bases de connaissances et aux questions fr\xc3\xa9quemment pos\xc3\xa9es sur Internet pour faciliter la r\xc3\xa9solution des probl\xc3\xa8mes; Assurer le suivi des demandes d\'aide apr\xc3\xa8s r\xc3\xa9solution;Suivre les consignes et les lignes directrices pr\xc3\xa9\xc3\xa9tablies pour ex\xc3\xa9cuter les fonctions du poste;Collecter, organiser et documenter tous les probl\xc3\xa8mes et solutions dans le syst\xc3\xa8me de suivi du Centre d\'assistance | Service Desk ;Assister les techniciens dans l\'installation, la configuration et le param\xc3\xa9trage des syst\xc3\xa8mes informatiques conform\xc3\xa9ment aux proc\xc3\xa9dures \xc3\xa9tablies, le cas \xc3\xa9ch\xc3\xa9ant;Comp\xc3\xa9tences et qualifications:Poss\xc3\xa9der un dipl\xc3\xb4me ou un certificat en informatique ou dans une discipline connexe, ou une exp\xc3\xa9rience professionnelle \xc3\xa9quivalente.Un minimum de deux ans d\'exp\xc3\xa9rience dans un r\xc3\xb4le de service \xc3\xa0 la client\xc3\xa8le ou d\'assistance technique (d\xc3\xa9pannage, configuration, installation, suivi des probl\xc3\xa8mes et r\xc3\xa9solution des probl\xc3\xa8mes).Exp\xc3\xa9rience de l\'utilisation d\'outils de transmission de donn\xc3\xa9es| rapports; Une exp\xc3\xa9rience de travail dans un restaurant \xc3\xa0 service rapide est un atout;Compr\xc3\xa9hension de l\'environnement Windows 10;Comp\xc3\xa9tences interpersonnelles exceptionnelles, avec une attention particuli\xc3\xa8re sur l\'\xc3\xa9tablissement de relations, l\'\xc3\xa9coute et la capacit\xc3\xa9 \xc3\xa0 poser des questions;Bonne compr\xc3\xa9hension des buts et objectifs de l\'organisation;Souci du d\xc3\xa9tail;Capacit\xc3\xa9 \xc3\xa0 mener des recherches sur un large \xc3\xa9ventail de questions informatiques, le cas \xc3\xa9ch\xc3\xa9ant;Capacit\xc3\xa9 \xc3\xa0 absorber et \xc3\xa0 retenir rapidement les informations;Capacit\xc3\xa9 \xc3\xa0 pr\xc3\xa9senter des id\xc3\xa9es dans un langage convivial;Aptitudes d\xc3\xa9montr\xc3\xa9es de l\'analyse et de la r\xc3\xa9solution de probl\xc3\xa8mes;Capacit\xc3\xa9 \xc3\xa0 \xc3\xa9tablir des priorit\xc3\xa9s et \xc3\xa0 ex\xc3\xa9cuter des t\xc3\xa2ches de mani\xc3\xa8re efficace dans un environnement soumis \xc3\xa0 de fortes pressions;Exp\xc3\xa9rience du travail en \xc3\xa9quipe, dans un environnement de collaboration;Parfaitement bilingue (FR-EN)Ce qu\'offre Compugen:Un environnement de travail excitant et rapide qui vous met au d\xc3\xa9fi Une culture o\xc3\xb9 l\'authenticit\xc3\xa9 et la diversit\xc3\xa9 sont c\xc3\xa9l\xc3\xa9br\xc3\xa9esDes opportunit\xc3\xa9s de d\xc3\xa9veloppement professionnelL\'opportunit\xc3\xa9 de vous joindre au r\xc3\xa9seau Women in TechnologyDes opportunit\xc3\xa9s de vous impliquer dans vos communaut\xc3\xa9sDes coll\xc3\xa8gues \xc3\xa0 l\'esprit collaboratif qui sont pr\xc3\xaats \xc3\xa0 vous soutenirDes options de travail hybrides ou \xc3\xa0 distance, selon votre r\xc3\xb4leUne belle flexibilit\xc3\xa9 dans votre \xc3\xa9quilibre vie/travailD\xc3\xa9claration d\'\xc3\xa9quit\xc3\xa9
Chez Compugen, nous sommes d\xc3\xa9vou\xc3\xa9s \xc3\xa0 la diversit\xc3\xa9, l\'\xc3\xa9quit\xc3\xa9 et l\'inclusion, et recrutons activement des gens de tous les groupes. Nous offrons des accommodements sur demande durant le processus de recrutement. Nous croyons que chaque personne m\xc3\xa9rite sa place \xc3\xa0 la table. Si vous n\xc3\xa9cessitez un accommodement, un repr\xc3\xa9sentant de l\'\xc3\xa9quipe des ressources humaines travaillera avec vous pour r\xc3\xa9pondre \xc3\xa0 vos besoins.
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 flexibilityEquity 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.#LI-SB1#LI-GL1

Compugen