Service Desk Analyst at Quadreal Property Group in Toronto, Ontario, Canada | Kablio

Role

Description

servicenow reporting

excel analysis

ticket triage

asset management

knowledge base

process leadership

Data Analysis for Improvement: Utilize ServiceNow reporting and advanced Excel skills to analyze triage data, identify trends, and drive continuous service improvement (CSI) initiatives for ticket management and workflows.
Leadership in Triage Processes: Lead the design and management of triage processes and teams, including structure, onboarding, process reviews, role/KPI definition, and service improvements.
Ticket Triage and Management: Perform ticket triage, management, and escalation in ServiceNow, ensuring accurate logging, categorization, prioritization, and timely escalation to meet SLO/SLA targets.
May be required to work a modified workday(s) or week(s) to meet business and Service Delivery requirements.
Asset Management: Ensure asset and inventory management records are maintained and up to date per QuadReal standards.
Knowledge Management: Maintain and contribute to knowledge resources, including the knowledge repository, SOPs, and best practices, while staying current with ticket handling protocols and emerging tools.
Collaboration and User Experience: Foster a customer-centric culture by collaborating with users and teams for timely ticket resolution and leveraging SME knowledge in triage and L1 support to enhance user experience.
Provide onsite services a minimum of 5 days/week during business hours, or as required to meet business and Service Delivery requirements.

Requirements

servicenow

itil

it degree

l1 support

communication

2-4 years

Hands-on experience with ServiceNow or similar ITSM platforms.
ITIL Expertise: Leverage ITIL Foundation or Practitioner certification and knowledge of Incident Management, CSI, and process design to support service delivery.
Diploma or degree in Information Technology, Computer Science, or related field.
Excellent verbal and written communication skills; ability to interact professionally with users and stakeholders.
Level 1 Support: Handle basic L1 support tickets (e.g., password resets, account unlocks, initial troubleshooting), providing first-line resolution or escalation. (Nice to Have)
Ability to work in a fast-paced, high-volume, customer-centric, and continuous improvement environment.
Strong knowledge of ITIL processes (Incident, Request, Problem Management).
Ability to analyze ticket trends and performance metrics to drive continuous improvement.
2–4 years in a Service Desk or IT support role within an enterprise environment.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

C$18B Assets

Initial Assets

Started with C$18 billion in assets transferred from legacy managers.

89B Assets

Total Assets

Current asset value spans across North America, Europe, and Asia.

£260M Deal

London Logistics

Refinanced a major logistics project in London.

A$1B Partnership

Australian Logistics

Partnered on a large-scale logistics project in Australia.

3rd Largest Owner

Market Ranking

Surpasses major Canadian landlords to rank third.

Fuses in-house investment, development, and property management under one roof for agile, integrated projects.
Portfolio spans office towers, logistics hubs, shopping centres, and residential communities worldwide.
Hallmark projects blend global strategy with local character, reshaping cities while driving strong institutional returns.

Culture + Values

Integrity is Our Foundation – we demand integrity as we strive for excellence and value openness, transparency and the diverse views which make us stronger.
Collaboration is Our Strength – we believe in collaboration to work efficiently and effectively as we deliver service excellence to customers, stakeholders and each other.
Performance is our focus – we measure every aspect of our performance in the thoughtful pursuit of excellence and value.
Innovation is Our Mindset – we champion innovation as we discover excellence with creativity and forward thinking.
Responsibility is our promise – we lead with a fundamental responsibility to our clients and communities to build excellence now and for generations to come.

Environment + Sustainability

80% Carbon Reduction

Canadian Operations Mandate

A significant reduction in carbon emissions across Canadian operations since 2016, showcasing strong commitment to sustainability.

50% Emissions Reduction

2030 Target for Canadian Portfolio

Aims to reduce absolute carbon emissions by half in the Canadian directly managed portfolio by 2030.

60% Fitwel Certification

Canadian Office Portfolio

60% of Canadian office spaces now hold Fitwel certifications, reflecting improved health and sustainability standards.

5 Stars Consecutive

GRESB Ranking Achievement

Consistently high performance in GRESB rankings, demonstrating leadership in sustainability.

Committed to net zero carbon by 2050 across global directly managed portfolio.
Global portfolio net zero by 2050 including scope 1, 2, and 3 emissions.
Pathway includes replacing fossil fuels with low‑carbon electricity and building upgrades; previous retrofits delivered significant emissions reduction.
Green Bond Framework issued nearly $1.2 billion in green bonds since 2020—the largest real estate green bond program in Canada.
Over 95% of Canadian assets are green‑certified.
Smart building initiatives cut annual energy costs by 25% and outdoor water use by 60% during peak months.
Innovative waste solutions (e.g., cameras in open‑top bins, on‑site composters) improved waste‑management efficiency.

Inclusion & Diversity

No publicly available DEI values or strategy found on official site.
No gender-related statistics or DEI goals available in external or LinkedIn sources.

Articles

Careers at QuadReal

Our Portfolio

Sustainability Commitment

Role

Description

servicenow reporting

excel analysis

ticket triage

asset management

knowledge base

process leadership

Data Analysis for Improvement: Utilize ServiceNow reporting and advanced Excel skills to analyze triage data, identify trends, and drive continuous service improvement (CSI) initiatives for ticket management and workflows.
Leadership in Triage Processes: Lead the design and management of triage processes and teams, including structure, onboarding, process reviews, role/KPI definition, and service improvements.
Ticket Triage and Management: Perform ticket triage, management, and escalation in ServiceNow, ensuring accurate logging, categorization, prioritization, and timely escalation to meet SLO/SLA targets.
May be required to work a modified workday(s) or week(s) to meet business and Service Delivery requirements.
Asset Management: Ensure asset and inventory management records are maintained and up to date per QuadReal standards.
Knowledge Management: Maintain and contribute to knowledge resources, including the knowledge repository, SOPs, and best practices, while staying current with ticket handling protocols and emerging tools.
Collaboration and User Experience: Foster a customer-centric culture by collaborating with users and teams for timely ticket resolution and leveraging SME knowledge in triage and L1 support to enhance user experience.
Provide onsite services a minimum of 5 days/week during business hours, or as required to meet business and Service Delivery requirements.

Requirements

servicenow

itil

it degree

l1 support

communication

2-4 years

Hands-on experience with ServiceNow or similar ITSM platforms.
ITIL Expertise: Leverage ITIL Foundation or Practitioner certification and knowledge of Incident Management, CSI, and process design to support service delivery.
Diploma or degree in Information Technology, Computer Science, or related field.
Excellent verbal and written communication skills; ability to interact professionally with users and stakeholders.
Level 1 Support: Handle basic L1 support tickets (e.g., password resets, account unlocks, initial troubleshooting), providing first-line resolution or escalation. (Nice to Have)
Ability to work in a fast-paced, high-volume, customer-centric, and continuous improvement environment.
Strong knowledge of ITIL processes (Incident, Request, Problem Management).
Ability to analyze ticket trends and performance metrics to drive continuous improvement.
2–4 years in a Service Desk or IT support role within an enterprise environment.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

C$18B Assets

Initial Assets

Started with C$18 billion in assets transferred from legacy managers.

89B Assets

Total Assets

Current asset value spans across North America, Europe, and Asia.

£260M Deal

London Logistics

Refinanced a major logistics project in London.

A$1B Partnership

Australian Logistics

Partnered on a large-scale logistics project in Australia.

3rd Largest Owner

Market Ranking

Surpasses major Canadian landlords to rank third.

Fuses in-house investment, development, and property management under one roof for agile, integrated projects.
Portfolio spans office towers, logistics hubs, shopping centres, and residential communities worldwide.
Hallmark projects blend global strategy with local character, reshaping cities while driving strong institutional returns.

Culture + Values

Integrity is Our Foundation – we demand integrity as we strive for excellence and value openness, transparency and the diverse views which make us stronger.
Collaboration is Our Strength – we believe in collaboration to work efficiently and effectively as we deliver service excellence to customers, stakeholders and each other.
Performance is our focus – we measure every aspect of our performance in the thoughtful pursuit of excellence and value.
Innovation is Our Mindset – we champion innovation as we discover excellence with creativity and forward thinking.
Responsibility is our promise – we lead with a fundamental responsibility to our clients and communities to build excellence now and for generations to come.

Environment + Sustainability

80% Carbon Reduction

Canadian Operations Mandate

A significant reduction in carbon emissions across Canadian operations since 2016, showcasing strong commitment to sustainability.

50% Emissions Reduction

2030 Target for Canadian Portfolio

Aims to reduce absolute carbon emissions by half in the Canadian directly managed portfolio by 2030.

60% Fitwel Certification

Canadian Office Portfolio

60% of Canadian office spaces now hold Fitwel certifications, reflecting improved health and sustainability standards.

5 Stars Consecutive

GRESB Ranking Achievement

Consistently high performance in GRESB rankings, demonstrating leadership in sustainability.

Committed to net zero carbon by 2050 across global directly managed portfolio.
Global portfolio net zero by 2050 including scope 1, 2, and 3 emissions.
Pathway includes replacing fossil fuels with low‑carbon electricity and building upgrades; previous retrofits delivered significant emissions reduction.
Green Bond Framework issued nearly $1.2 billion in green bonds since 2020—the largest real estate green bond program in Canada.
Over 95% of Canadian assets are green‑certified.
Smart building initiatives cut annual energy costs by 25% and outdoor water use by 60% during peak months.
Innovative waste solutions (e.g., cameras in open‑top bins, on‑site composters) improved waste‑management efficiency.

Inclusion & Diversity

No publicly available DEI values or strategy found on official site.
No gender-related statistics or DEI goals available in external or LinkedIn sources.

Articles

Careers at QuadReal

Our Portfolio

Sustainability Commitment