Service Desk Analyst - Contract

Overview

On-site support for end users, handling hardware/software and Azure/Office365 issues.

Key Responsibilities

• servicenow
• windows os
• office365
• mobile devices
• knowledge base
• customer support

Tasks

-Ensure user queries and/or issues are documented, validated, triaged, and updated for further action in ServiceNow to meet established SLO/SLA targets. -Collaborate and communicate with users, peers, and other IT team members to resolve service and support related issues. -May be required to work a modified workday(s) or week(s) to meet business and Service Delivery requirements. -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. -Create and foster a "customer centric" culture within the Service Delivery team. -Function as subject matter expert for assigned support and technical domains to provide outstanding user experience. -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). -Ensure asset and inventory management records are maintained and up to date as defined by QuadReal asset management standards. -Provide onsite services minimal 5 days/week during business hours, or as required to meet business and Service Delivery requirements. -Proactively escalate issues to appropriate support group or management as applicable. -Maintain technical knowledge for current support responsibilities and emerging technologies. -Maintain knowledge and awareness of department and corporate policies, procedures, standards.

Requirements

• teams
• sharepoint
• exchange
• azure
• servicenow
• office 365

What You Bring

-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 in managing and resolving issues in Microsoft Teams (call, chat, meeting functionalities), SharePoint (user access), and Exchange Online (mailbox management, troubleshooting). -Ability to work in a fast-paced, high-volume, customer-centric, and continuous improvement environment. -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 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. -With at least 2 years of experience, experience supporting printers and other peripherals. -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 supporting and troubleshooting meeting room equipment, specifically Crestron systems, including audio-visual setups and control interfaces. -With at least 2 years of experience with Office 365 support and admin portal experience.

People Also Searched For

About Quadreal Property Group

-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.

Sector Specialisms