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Support Desk Analyst

Toronto, Ontario
Mid Level
full_time

About the role

Location:

22 St. Clair Avenue East, Toronto, Ontario, M4T 2S5

Support Desk Analyst Reporting to the IT Infrastructure & Operations Manager, the Support Desk Analyst will be a key member of the IT support team. This role provides technical assistance to end-users and troubleshooting across infrastructure and applications for issues reported to the service desk.

Responsibilities

  • Serve as the first point of contact for application and desktop support requests and technical issues, delivering friendly and effective customer service.
  • Communicate in a professional manner with a diverse user base, including junior staff and senior executives.
  • Provide support via phone, remote tools, and in-person desk-side assistance.
  • Troubleshoot and support hardware and software issues, including Windows 11, standard desktop applications, and SaaS platforms.
  • Perform imaging and diagnostics on laptops, PCs, and other handheld devices.
  • Conduct first-level problem determination and escalate as needed.
  • Assist users with common IT tasks such as password reset, email setup, software installation, etc.
  • Take ownership of support tickets from creation to resolution, ensuring timely updates to stakeholders.
  • Recommend workarounds and contribute to knowledge base articles to enhance self-service and future issue resolution.
  • Manage time and resources effectively to resolve user requests promptly.
  • Follow established policies and procedures, including escalation protocols.
  • Document and escalate critical incidents to Level 2 Support Teams.
  • Collaborate with the Infrastructure Team on core system issues and preventive maintenance, including network and security tasks.
  • Support and troubleshoot video conferencing systems, coordinating with vendors and Level 2 Support Team as needed.
  • Assist the Infrastructure and Application Managers with monthly account administration and reporting.

Qualifications

  • Minimum 1 year of experience in an IT support role or technical service, working directly with end-users.
  • A post-secondary degree specializing in a relevant IT discipline, or equivalent experience.
  • Solid understanding of software concepts.
  • Working knowledge of SaaS Applications.
  • Relevant technical certifications such as ITIL are considered an asset.
  • Excellent interpersonal and communication skills, both written and verbal, with the ability to collaborate effectively across all levels of the organization.
  • Strong proficiency in analyzing and resolving standard issues by applying experience, judgment, and established precedents to determine effective solutions.
  • Ability to adapt to new challenges and prioritize tasks in a fast-paced, evolving environment.

Schedule: This is a full-time, on-site position based at our office located at 22 St. Clair Avenue East, Toronto, ON. The role requires a five-day workweek, Monday through Friday.

About Choice Properties Choice Properties Real Estate Investment Trust is an owner, manager and developer of well-located retail and commercial real estate across Canada. Choice Properties' portfolio spans approximately 65 million square feet of gross leasable area and consists of over 700 properties primarily focused on supermarket-anchored shopping centers.

Choice Properties’ strategy is to create value by enhancing and optimizing its portfolio through high quality transactions, strategic development and active property management. We mainly focus on necessity-based retail, and high-quality industrial and mixed-use assets. In particular, we have a strategic relationship with Loblaw, our largest tenant, that provides us with access to high quality investment opportunities.

Our established operating platform with a proven track record of success also provides us with access to a transformational development pipeline that we believe supports superior long-term value creation and growth. A commitment to continuous learning and development is a strong part of our culture.

Choice Properties REIT recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and employees with disabilities.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Number Of Openings 1

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

About Choice Properties REIT

Real Estate
201-500

Choice Properties is a leading Real Estate Investment Trust that creates enduring value through the ownership, operation and development of high-quality commercial and residential properties.

We believe that value comes from creating spaces that improve how our tenants and communities come together to live, work, and connect. We strive to understand the needs of our tenants and manage our properties to the highest standard. We aspire to develop healthy, resilient communities through our dedication to social, economic, and environmental sustainability. In everything we do, we are guided by a shared set of values grounded in Care, Ownership, Respect and Excellence.