Analyst, User Success - Toronto, Canada - Oxford Properties

Oxford Properties

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Why join us?

Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story.

At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are ambitious and humble, forward looking and service-focused.

We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live.

We believe that what is good for the environment is good for business. Together we deliver exceptional experiences to our over 2 million daily customers.

You will be a key member of an engaged, high-reaching team—part of a world-class, winning culture that prioritizes people development and focuses on long-term growth.

We take great pride in leading the industry by earning respect through every interaction, every day.

We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.

As a member of this team, you will be responsible for:
Document all pertinent end user identification information for asset management and support purposes including name, department, contact information and nature of problem or issue
Escalate incidents, when required, to the appropriately experienced analyst
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Access knowledge bases and FAQ resources on the Internet/Intranet and ITSM system to aid in problem resolution
Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays
As scheduled, participate in on-call rotation
Participate in Operational activities such as but not limited to Knowledge Management, Operational Readiness, Quality Assurance, reporting and Strategy Development
Coordination of enterprise change management as required
Participate in test plans where applicable.
Contribute the building KB database
Participate in other assigned duties as required

To succeed in this role, you have:
Post-secondary degree or diploma in computer science or computer-related studies
Certified in ITIL foundations, with intermediate level instructions ideally working towards expert certification
1-2 years of work experience supporting Microsoft (Windows 10)/MacOS desktops/laptops
Have experience supporting Office 365 and SharePoint
Have experience supporting modern mobile platforms (iOS/Android)
Have experience with enterprise change management
Have experience supporting virtual environments (VM Horizons)
Have used ServiceNow or any equivalent Service Desk/Contact Centre ticketing system
Have experience supporting virtual collaboration solutions (Cisco WebEx, Microsoft Teams)
Understand network topology and can diagnose base level network issues
Thrive in organizations that constantly evolve and adapt
Embrace collaborative sharing of knowledge within a teamwork environment
Are driven to achieving results and continuously striving to deliver the highest performance through creative thinking

Additional Duties:

Review SD processes/procedures and identify opportunities for improvements and efficiency; update management on findings by way of a report and work to implement changes
Develop KB articles and training packages for the team in new/enhanced process/procedures
Conduct monthly meeting with the team
Drive continuous improvement with a focus on automation and efficiency
Delegate tasks where required ensuring team is aware of outcomes and deliverables; report to management if deadlines may slip and provide remediation steps to mitigate risks
Handle escalations when necessary
Review all draft communications, making modifications where required and share with management for review

Our story:

Oxford Properties Group ("Oxford") is a leading global real estate investor, asset manager and business builder. It builds, buys, and grows defined real estate operating business with world-class management teams.

Established in 1960, Oxford and its portfolio companies manage approximately C$87 billion of assets across four continents on behalf of their investment partners.

Oxford's owned portfolio encompasses office, logistics, retail, multifamily residential, life sciences, hotels, alternatives and credit in global gateway cities and high-growth hubs.

A thematic investor with a committed source of capital, Oxford invests in properties, portfolios, development sites, debt, securities, and real estate businesses across the risk-reward spectrum.

Together with its portfolio companies, Oxford is one of the world's most active developers with over 80 projects currently underway globally across all major asset classes.

Oxford is owned by OMERS, the Canadian defined benefit pension plan for Ontario'