IT Operations Analyst III

RiseMe; Toronto; On-site; CAD 60,000 - 84,000; Full time

Job summary

The Breakroom at TD Bank Group in Toronto, Ontario, is seeking a Frontline Technical Support agent to provide onsite assistance for hardware, software, and TD devices. The team operates 100% onsite from 7:30am to 6:00pm on rotational shifts across Canada and the US, with ~30 frontline representatives.

You will troubleshoot, educate users, and resolve incidents while maintaining high first-contact resolution.

Qualifications

• Excellent written and oral communication skills.
• Ability to work flexible schedules based on business forecast requirements.
• 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 0365 products (Outlook, Word, Excel, OneNote and PowerPoint).
• CompTIA A+ certification.
• Undergraduate degree or Technical Certificate.

Responsibilities

• 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.

Skills

Communication skills

Flexible schedules

Computing skills

Customer service

Ticketing systems

Team player

Microsoft 365

CompTIA A+

Education (degree/certificate)

2-3 years experience

Education

Undergraduate degree or Technical Certificate

Job description

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

The TD Breakroom offers

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.

Job Description / Accountabilities

The primary accountability of this position is to provide first level technical support. Key responsibilities include:

• 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 / Skills / Experience

• 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 0365 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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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. Learn more

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.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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.

We look forward to hearing from you!

Language Requirement (Quebec only)

Sans Objet