IT Operations Analyst III

IT Operations Analyst III Work Location: Montréal, Quebec, Canada Hours: 37.5 Line Of Business: Technology Solutions Pay Details: 59,500 – 84,000 CAD Job Description A single point of contact for onsite technical support and general queries—including hardware, software, e‑Messaging, mobile devices, and education on TD technology processes—to TD Bank Group employees across all lines of business. This business operates 100% onsite Monday‑Friday, covering 7:30 am‑6:00 pm on rotational shifts, in a team‑oriented environment of around 30 front‑line support representatives across Canada and the U.S. Working in collaboration with support teams, the Breakroom staff leverages deep technical and application knowledge to deliver an excellent colleague service experience with a focus on maintaining high first‑visit resolution rates. Responsibilities Provide onsite support to TD employees and contractors for technical issues involving applications, software, and TD‑provided devices and hardware. Ensure a high level of service delivery in accordance with the 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. Diagnose and repair hardware issues on laptops and desktops. Identify trends and opportunities for improvement and provide ongoing feedback. Escalate wide‑impact or potential wide‑impact issues/outages. Qualifications / Skills / Experience Excellent written and oral communication skills. Ability to work flexible schedules based on business forecast requirements. Above‑average computing and navigation skills. Exceptional customer service skills. Experience with ticketing systems is an asset. Team player who collaborates effectively with peers and other teams. Good knowledge of Microsoft 365 products (Outlook, Word, Excel, OneNote & PowerPoint). CompTIA A+ certification. Undergraduate degree or technical certificate. 2–3 years of relevant experience. Must be bilingual in English and French. Technical/Troubleshooting Ability A technical support background, including experience with 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, Webex, SCCM, various telephony devices, Wi‑Fi support, and a solid understanding of networking. Experience with iPhone/iPad and Android devices is required. Key Accountabilities Maintain application/systems availability to meet or exceed established standards. Partner with stakeholders to schedule packaging and release of new applications. Continuously improve stability of production environments and ensure availability targets are met. Provide day‑to‑day support for applications/systems, handling incident management and communicating effectively during outages. Escalate potential issues promptly and maintain accurate documentation. Participate in projects for infrastructure evolution, new technology deployment, and operational optimization. Support on‑call support for designated hardware, software, or applications to maintain service levels. Schedule changes in accordance with change management procedures and ensure minimal business impact. Assist in testing, performance monitoring, and resolution of system issues. Develop working relationships with third‑party vendors as required. Who We Are TD is one of the world’s leading global financial institutions and the fifth largest bank in North America by branches and stores. We deliver legendary customer experiences to over 27 million households and businesses across Canada, the U.S., and around the world, 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 Base salary, variable compensation, and 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. #J-18808-Ljbffr