Job 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.

In this role, you will ensure proper operation of all End User Computing technologies. This includes receiving, prioritizing, documenting and actively resolving end user incidents and requests and escalating incidents appropriately to maintain Service Level Agreements (SLA's). The IT Service Desk Analyst will provide support remotely, and in person where required. Resolution of incidents will involve the use of diagnostic tools and IT Service Management (ITSM) tracking tools. The IT Service Desk Analyst will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve incidents and provide necessary education of proper use of IT systems.

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:

• Field incoming requests to the Service Desk via telephone, e-mail, web and in person requests to ensure courteous, timely and effective resolution of end user issues
• 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
• 3-5 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$70 billion of assets across four continents on behalf of their investment partners. Oxford's owned portfolio encompasses office, logistics, retail, multifamily residential, life sciences and hotels; it spans more than 150 million square feet 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 100 projects currently underway globally across all major asset classes. Oxford is owned by OMERS, the Canadian defined benefit pension plan for Ontario's municipal employees.

For more information on Oxford, visit

OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.

Vaccination Policy

At OMERS and Oxford the office or worksite is our primary place of work. We are committed to providing work environments which promote the health, safety and well-being of all employees in accordance with public health regulation and guidance. Accordingly, employees are required to provide evidence of full vaccination or have an approved exemption.