Title: Service Desk Analyst 

Reports To: Service Desk Manager 

Who We Are 

We are Canadian Apartment Properties REIT – Canada’s largest publicly traded provider of quality rental housing. As of June 30, 2025, CAPREIT owns approximately 44,332 residential apartment suites and townhomes that are well-located across Canada, with a total fair value of approximately $14.5 billion.  

One simple thing inspires us above all others: care. It inspires us to reach higher, provide more and perform better. Whether you’re a resident, one of our employees or an investor, care is our watchword, and you can see it in everything we do. 

What You Will Do 

The Service Desk Analyst provides a single point of contact and first entry point for all IT Support incidents and requests from all CAPREIT employees. You will provide outstanding customer service, communicating in an open, helpful and engaging tone with a focus on finding solutions and making technology help our users, instead of being a hinderance.  

You will play a critical part in resolving user issues, delivering an exceptional service experience and the support and maintenance of CAPREIT’s network infrastructure, endpoints, telecommunication/mobile environments and suite of business software solutions.  

If you possess a customer-first approach and technical expertise, we want to hear from you. 

Responsibilities

• Deliver excellent customer service and a helpful attitude for employees at all levels. 

• Act in a professional manner and be a collaborative team member 

• Provide first level support and troubleshooting to CAPREIT employees via various channels including telephone, email, chat, onsite, deskside and remote support 

• Owns the incident through to resolution, including escalations, as well as follow up communication with the end user 

• Fulfill onboarding, offboarding and user access requests within a timely manner 

• Accurate and timely logging of incident tickets and fulfillment of requests in ServiceNow 

• Investigating, troubleshooting and diagnosing hardware and software issues 

• Provide meeting room support & AV troubleshooting 

• Asset management (inventory control, warranty repair, RMA, recycling of disposed assets, etc.) 

• Assisting and facilitating hardware, software & infrastructure upgrades/updates 

• Authoring and updating knowledge base articles 

• Reviewing and revising Service Desk processes and procedures 

• Learning technology quickly and eagerly taking on new responsibilities & challenges 

• Participate in special assignments and projects as required 

• Demonstrate behaviors consistent with CAPREIT’s values and Code of Ethics & Business Conduct 

Work Location: CAPREIT Head Office, Downtown Toronto, ON 

This is currently a hybrid role requiring a minimum of three (3) in-office days per week 

Who You Are 

• Post-secondary education or diploma in Computer Science or Information Technology 

• A minimum of 5 years’ experience within a customer service-oriented Information Technology environment with an emphasis on providing technical support and outstanding client care 

• Excellent customer service and written & oral communication skills are a must 

• Working knowledge of PC infrastructure and Windows operating systems 

• Advanced knowledge of Active Directory, Azure Active Directory and Microsoft 365 applications including Exchange, SharePoint, Teams and OneDrive. 

• Proficient in supporting Android & iOS mobile operating systems 

• Working knowledge of multifunction print devices and print servers 

• Solid understanding of networking protocols (TCP/IP, DNS, WINS) as well as wired and wireless networking infrastructure 

• Proficient with remote support tools (TeamViewer) and common software applications (MS Office, Adobe Creative Cloud, etc.) 

• Knowledge of SAP technical support would be an asset 

• Knowledge of ITIL philosophy, IT service management software and ticketing systems is an asset 

• Excellent time management, analytical and problem-solving skills 

• Ability to work effectively and productively within a team environment 

• Takes initiative, seeks opportunities for change, growth and improvement 

• Bilingualism (English & French) is an asset