Service Desk Analyst

About QuadReal Property Group

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management total $67.1 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating companies in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal : Excellence lives here.

www.quadreal.com

Role Description

We are looking for customer-focused Service Desk Analyst to provide technical support to our end user community across multiple platforms / locations. You will be responsible for diagnosing and troubleshooting technical issues, assisting with software and hardware installations, and providing exceptional customer service.

The successful candidate, and member of our exceptional service delivery team, is an experienced technical problem solver, a great communicator, and self-motivated individual.

R esponsibilities

Function as the first point of contact for end users / customers seeking technical assistance via all support channels including email, chat, phone, or walk-ups.

Prioritizing & resolving incoming IT issues / requests to achieve a high level of user satisfaction with every interaction.

Respond to and resolve technical issues / requests with various software and hardware systems, including but not limited to Windows 10 / 11 OS, Office 365, and mobile devices (Apple & Samsung), and printers.

Collaborate and communicate with users, peers, and other IT team members to resolve service and support related issues.

Ensure user queries and / or issues are documented, validated, triaged, and updated for further action in Service Now to meet established SLO / SLA targets.

Ensure asset and inventory management records are maintained and up to date as defined by QuadReal asset management standards.

Proactively escalate issues to appropriate support group or management as applicable.

Develop, maintain, and contribute to QuadReal's knowledge repository including but not limited to the publication of knowledge articles / knowledge sharing / Standard of Procedure / User guide / training materials, etc.

Participate in the development of continuous service improvements (CSI).

Function as subject mater expert for assigned support and technical domains to provide outstanding user experience.

Mentor and coach new or junior team members through leading by example on tools, process, and techniques as assigned.

Maintain knowledge and awareness of department and corporate policies, procedures, standards.

Maintain technical knowledge for current support responsibilities and emerging technologies.

All other duties as assigned.

Create and foster a "customer centric" culture within the Service Delivery team.

Experience and Qualifications

5+ years of demonstrated experience in technical support or service desk role.

College diploma in Computer Science, Information Technology, or related field is required.

Familiarity with Windows and Mac operating systems and experienced in troubleshooting hardware and software issues.

Prior experience with Active Directory, Azure, Anti-virus, Office 365, Intune, Teams, SharePoint is required.

Prior experience with ServiceNow is required.

Strong interpersonal communication and customer service skills.

Team-oriented and skilled in working within a collaborative environment.

Ability to work in a fast-paced, high-volume environment while maintaining great attention to details.

ITIL certification is considered an asset.

Relevant technical certification(s) are considered an asset.

Experience with Power Platform is considered an asset.

Work Conditions

Ability to work in a fast-paced, high-volume environment.

Provide on call / standby support on rational basis in provide support to maintain QuadReal's global 24x7x365 support.

Provide onsite services five (5) days / week during business hours or as required to meet business and Service Delivery requirements.

May be required to work a modified workday(s) to meet business and Service Delivery requirements.

Able to lift and transport equipment and supplies up to 75 lbs

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following : Job posting #, your name and your preferred method of contact.

Want to learn about our end-to-end recruitment process? Click this link for a short video that will take you through each step, so you'll know exactly what to expect.