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. 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 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. Now and for generations to come.
QuadReal: Excellence lives here.
www.quadreal.com

Experience and Qualifications

• With at least 2 years of experience, direct engagement experience with end users, including providing technical support, answering queries, and delivering clear communication via phone, email, or in-person interactions.
• With at least 2 years of experience supporting and troubleshooting within the Azure Portal for user management and cloud service issues.
• With at least 2 years of experience in managing and resolving issues in Microsoft Teams (call, chat, meeting functionalities), SharePoint (user access), and Exchange Online (mailbox management, troubleshooting).
• With at least 2 years of experience, familiarity with navigating and utilizing various Azure-related portals for monitoring, reporting, and basic configuration tasks.
• With at least 2 years of experience with Office 365 support and admin portal experience.
• With at least 2 years of experience supporting and troubleshooting meeting room equipment, specifically Crestron systems, including audio-visual setups and control interfaces.
• With at least 2 years of experience, experience supporting printers and other peripherals.
• With at least 1 year of experience, experience with ServiceNow for incident management, ticketing, and workflow processes.
• Nice-to-have: Experience with Meraki and SolarWinds for network management and monitoring

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. 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. This an onsite contract role based out of Vancouver, BC.

RESPONSIBILITIES

• 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, 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 ServiceNow 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 matter expert for assigned support and technical domains to provide outstanding user experience.
• 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

• With at least 2 years of experience, direct engagement experience with end users, including providing technical support, answering queries, and delivering clear communication via phone, email, or in-person interactions.
• With at least 2 years of experience supporting and troubleshooting within the Azure Portal for user management and cloud service issues.
• With at least 2 years of experience in managing and resolving issues in Microsoft Teams (call, chat, meeting functionalities), SharePoint (user access), and Exchange Online (mailbox management, troubleshooting).
• With at least 2 years of experience, familiarity with navigating and utilizing various Azure-related portals for monitoring, reporting, and basic configuration tasks.
• With at least 2 years of experience with Office 365 support and admin portal experience.
• With at least 2 years of experience supporting and troubleshooting meeting room equipment, specifically Crestron systems, including audio-visual setups and control interfaces.
• With at least 2 years of experience, experience supporting printers and other peripherals.
• With at least 1 year of experience, experience with ServiceNow for incident management, ticketing, and workflow processes.
• Nice-to-have: Experience with Meraki and SolarWinds for network management and monitoring.