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 are $94 billion. QuadReal invests directly, via programmatic partnerships and through operating platforms 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. Excellence lives here.
Role Description
We are looking for a customer-focused Service Desk Analyst to provide technical support to our end user community across multiple platforms/locations. Responsibilities include diagnosing and troubleshooting technical issues, assisting with software and hardware installations, collaborating with IT teams, maintaining documentation in ServiceNow, asset and inventory management, escalating issues appropriately, contributing to knowledge repository, continuous service improvements, and fostering a customer-centric culture.
Responsibilities
- Function as the first point of contact for end users seeking technical assistance via email, chat, phone, or walk-ups.
- Prioritize and resolve IT issues/requests to achieve high user satisfaction.
- Support and troubleshoot various software and hardware systems including Windows 10/11, Office 365, mobile devices, and printers.
- Document, validate, triage and update user queries in ServiceNow to meet SLA targets.
- Maintain asset and inventory management records.
- Escalate issues appropriately.
- Develop and maintain knowledge repository and training materials.
- Participate in continuous service improvements.
- Maintain technical knowledge and awareness of policies, procedures, and emerging technologies.
- Create and foster a customer-centric culture within the Service Delivery team.
Experience and Qualifications
- At least 2 years of experience providing technical support directly to end users.
- Experience with Azure Portal, Microsoft Teams, SharePoint, Exchange Online, Office 365 admin portals.
- Experience supporting meeting room equipment (Crestron systems) and peripherals like printers.
- At least 1 year of experience with ServiceNow for incident management and ticketing.
- Nice-to-have experience with Meraki and SolarWinds for network management.
Work Conditions
- Ability to work in a fast-paced, high-volume, customer-centric environment.
- Onsite services 5 days/week during business hours or as required.
- May require modified workdays or weeks to meet business needs.
The expected annualized base salary range for this role is $62,000 - $72,000.
