IT Operations Analyst Iii

2 weeks ago

Toronto, Canada TD Bank Full time

407793BR

Technology Solutions

Toronto, ON

May 5, 2023

Company Overview

Department Overview

**Building a World-Class, Diverse and Inclusive Technology Team at TD**

We can’t afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD’s technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.

**TD IT Operations** is home to a team of highly-valued professionals recognized for both their customer-service mindsets and dedication to seamless 24-7 running of our infrastructure technologies. They also manage what we call the implementation and delivery life cycle for IT components across the various technology groups. Component installation, maintenance and decommissioning, operational or help desk support, system performance, capacity and availability monitoring, migration, emerging technology assessment, implementation, release management and deployment support - you name it.

There’s room to grow in all of it.

**Job Description**:
**CUSTOMER**:

- Follow ITIL guidelines and processes while conducting integral troubleshooting to ensure delivery of established standards and Service Level Agreements (SLAs) while minimizing or eliminating operational risks.
- Ensure a high level of service delivery in accordance with TD Framework and policies. Maintain a presentable and professional appearance and work environment.
- Interact with clients to provide quality service and solutions consistent with Breakroom mandates and client requirements.
- Educate end users on hardware, software and access request processes.
- Monitor and maintain sufficient stock levels of IT equipment and accessories. Ensure inventory deficiencies are promptly replenished or noted for replacement.
- Accurately track and update returned and deployed assets, notify Managers of any discrepancies
- Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
- Ensure timely notification and escalation of systematic issues/problems. Provide recommendations and work with 3rd line support for prompt resolution.
- Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops

**SHAREHOLDER**:

- May monitor the performance of the environment by using meaningful metrics
- Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
- Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
- Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
- Keep current with industry and/or business trends

**EMPLOYEE / TEAM**:

- Work effectively as a team, supporting other members of the team in resolving critical service issues
- Participate in and foster a collaborative working environment with colleagues and team members to enhance service delivery to the business and stakeholders
- Practice effective time-management to prioritize and manage own workload in order to deliver quality results and meet timelines
- Participate in knowledge transfer within the team and business units to further enhance overall knowledge base and skillsets
- Promote an atmosphere of innovation and enthusiasm by identifying and recommending opportunities to enhance productivity, effectiveness, and operational capability of the team

**Requirements**:

- Undergraduate degree or technical certificate- 2-3 years relevant experience
- **CompTIA A+ certificate is highly recommended and is an asset**:

- ** Experience troubleshooting systems**:

- ** Proficient with Windows, iOS and Android**:

- Excellent written and verbal communication skill
- Familiar with a range of software and hardware

Additional Information

**Join in on what others in TD Technology Solutions are doing**:

- Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
- Learn voraciously, stretch your thinking,

Hours

37.5

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

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