IT Operations Analyst III

IT Operations Analyst III at TD Securities in Toronto, Ontario, Canada. About the Role Work Location: Toronto, Ontario, Canada Hours: 37.5 Line Of Business: Technology Solutions Pay Details: $59,500 - $84,000 CAD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role. Job Description A single point of contact for onsite technical support and general queries (including hardware, software, e-Messaging, mobile devices, education on TD technology processes) to TD Bank Group employees in all lines of business. This business operates 100% onsite Mon-Fri covering 7:30am-6:00pm (on rotational shifts) in a team-oriented environment of around 30 front line support representatives across multiple locations in Canada and US. Working in collaboration with support teams, the business relies on The Breakroom employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first visit resolution rates. Accountabilities Provide onsite support to TD employees and contractors for technical issues involving (but not limited to) applications and software as well as TD provided devices and hardware. Ensure a high level of service delivery in accordance with TD Framework and policies. Educate end users on hardware, software and access request processes. Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction. Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops. Identify trends and opportunities for improvement as well as provide ongoing feedback. Identify and escalate wide-impact or potential wide-impacting issues/outages. Team members receive in-depth training and shadowing and are measured by in-person evaluation, colleague interaction, first contact resolution, support proficiency and ticketing quality. Qualifications Excellent written and oral communication skills. Ability to work flexible schedules based on business forecast requirements (which are subject to change). Above average computing and navigational skills. Exceptional customer service skills. Experience with ticketing systems is an asset. A team player who collaborates effectively with peers and other teams. Good knowledge of Microsoft 365 products (Outlook, Word, Excel, OneNote and PowerPoint). CompTIA A+ certification. Undergraduate degree or Technical Certificate. 2-3 years relevant experience. Technical/Troubleshooting Ability A technical support background or related education including experience with some or all of the following: Windows 10, 11, Edge/Chrome/Firefox/Safari, MAC, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support. Experience with iPhone/iPad, and Android devices. Who We Are TD is one of the world’s leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well‑being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well‑being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Additional Information We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements. Training & Onboarding We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role. Interview Process We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call. Accommodation Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Language Requirement (Quebec Only) Sans Objet Referrals increase your chances of interviewing at TD Securities by 2x. #J-18808-Ljbffr