Analyst, Service Desk

Location

Key Tower - 127 Public Square

Job Description

We Are Brookfield Properties:

At Brookfield Properties, our people are the foundation of our success.

The Brookfield Properties Corporate team brings together subject matter experts who lead with confidence, adaptability, and resourcefulness. The corporate group works across all sectors of Brookfield's real estate business - including housing, logistics, hospitality, office, and retail - collaborating with our best-in-class asset managers.

We are seeking a technically adept and customer-focused professional to join our Service Delivery team. This position plays a critical role in maintaining the productivity of end users by supporting enterprise applications and hardware across the organization. The Analyst, Service Desk will help ensure the performance and stability of essential systems and tools, while identifying opportunities to improve processes, automate solutions, and enhance user experience.This role offers hands-on experience with enterprise applications including, but not limited to, Windows 11, Office 365, and Intune. Exposure to these platforms is supplemented by structured learning opportunities including LinkedIn Learning and technical boot camps, providing a strong foundation for career progression within IT.

Responsibilities

• Provide comprehensive end-user support in an environment structured around 35% phone support, 55% off-phone tasks, 5% project involvement, and 5% training and development.

• Service Desk shifts: 7:00 AM-4:00 PM, 8:00 AM-5:00 PM, and 8:30 AM-5:30 PM.

• Deliver remote support using industry-standard tools to resolve technical issues efficiently.

• Create and maintain knowledge base articles, incident categorizations, and virtual agent content within ServiceNow.

• Provide extensive hardware and software support for Windows 11, iOS, Android, Lenovo, Mac OS, and Office 365 in conjunction with tools like Dell TechDirect.

• Utilize ServiceNow for full lifecycle management of Incidents and Requests, ensuring thorough documentation and knowledge sharing.

• Gather and analyze data to inform technical decisions and recommend practical solutions to improve system performance.

• Evaluate software and hardware compatibility to support system upgrades and application rollouts.

• Engage with external vendors for escalated issue resolution beyond internal support capabilities.

• Provide technical support for companywide meetings, events, and conferences to ensure seamless execution.

• Monitor ServiceNow trends and resolution history to identify and recommend preventative measures.

• Contribute to a culture of innovation by proactively identifying opportunities to optimize the user support experience.

Qualifications

• High School Diploma or GED required.

• Minimum of 2 years of experience in an IT support role.

• Experience working in a call queue environment is a plus.

• Familiarity with ServiceNow preferred.

• Demonstrated understanding of IT concepts and processes within an ITIL framework.

• Self-motivated with strong problem-solving skills and the ability to adapt in dynamic, fast-paced environments.

• Strong interpersonal skills with an emphasis on active listening, communication, and user rapport-building.

• Proven ability to collaborate effectively across technical teams and resolver groups.

• Excellent verbal and written communication skills.

• Commitment to representing the IT department professionally and positively in all business interactions.

• General awareness of cybersecurity best practices and ability to provide basic guidance to end users.

Your Career @ Brookfield Properties:

At Brookfield Properties, your career progression is important to us. As a successful employee, you will have the opportunity to grow within your team, department, and across the Brookfield organization. Our leadership teams are dedicated to the accomplishments of their employees. We also invest time into training and developing our people.

Compensation & Benefits:

Salary Type: Exempt

Pay Frequency: Bi-weekly

Annual Base Salary Range: $50,000-$60,000

Medical & Pharmacy Coverage: Yes, under Brookfield Medical Plan

Dental Coverage: Yes, under Brookfield Medical Plan

Vision Coverage: Yes, under Brookfield Medical Plan

Retirement: 401(k)

Insurance: Employer-paid life & short/long term disability

Brookfield Properties is an equal opportunity employer, and we foster an inviting, inclusive and collaborative environment.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.

#BPUS

At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 600 locations, 1500+ buildings and over 280 million square feet of real estate across the globe. It's a feat that wouldn't be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don't simply meet the needs of our tenants, residents, and communities - but exceed them, every day.