IT Operations Analyst IV
TD Bank Group (TD)
Work Location:
Toronto, Ontario, CanadaHours:
37.5Line of Business:
Technology SolutionsPay Details:
$65,600 - $98,400 CADThis role is eligible for a discretionary variable compensation award that considers business and individual performance.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 IT Operations Analyst IV – Premier Support acts as the primary point of contact for both onsite and remote technical support, addressing a broad range of inquiries—including, but not limited to, hardware, software, e-Messaging, mobile devices, and TD technology processes—for TD Bank Executives and their support staff. This position is based exclusively onsite, Monday through Friday, from 7:30 a.m. to 6:00 p.m., utilizing rotational shifts to support teams across Canada and the United States. In addition, the role includes participation in an on-call rotation to provide after-hours technical support as required. The position emphasizes collaboration, advanced technical expertise, and a commitment to delivering an exceptional colleague service experience, with a strong focus on achieving high first-visit resolution rates.
Job Description / Accountabilities:
The primary accountability of this position is to provide white glove first level technical support.
KEY RESPONSIBILITIES:
- Deliver white-glove, first-level technical support to TD Executives and eligible employees, resolving issues related to applications, software, TD-provided devices, and hardware.
- Provide technical support for onsite and offsite events and meetings, including requirements gathering and solution implementation.
- Travel within Canada and the United States to support executive meetings and events as required.
- Ensure service delivery aligns with TD Framework and organizational policies.
- Educate end users on hardware, software, and access request processes.
- Diagnose, troubleshoot, and repair a variety of laptops and desktops.
- Prioritize and resolve incidents promptly, monitor client satisfaction, and escalate wide-impact issues or outages as necessary.
- Adhere to standards, policies, and procedures to ensure compliance with Disaster Recovery and Business Recovery Plans.
- Maintain awareness of industry trends and best practices.
- Participate in testing activities, monitor results, and collaborate on problem resolution.
- Identify opportunities for process improvement and provide ongoing feedback to enhance operational efficiency.
Team Collaboration
- Deliver white-glove, first-level technical support to TD Executives and eligible employees, resolving issues related to applications, software, TD-provided devices, and hardware.
- Provide technical support for onsite and offsite events and meetings, including requirements gathering and solution implementation.
- Travel within Canada and the United States to support executive meetings and events as required.
- Ensure service delivery aligns with TD Framework and organizational policies.
- Educate end users on hardware, software, and access request processes.
- Diagnose, troubleshoot, and repair a variety of laptops and desktops.
- Prioritize and resolve incidents promptly, monitor client satisfaction, and escalate wide-impact issues or outages as necessary.
- Adhere to standards, policies, and procedures to ensure compliance with Disaster Recovery and Business Recovery Plans.
- Maintain awareness of industry trends and best practices.
- Participate in testing activities, monitor results, and collaborate on problem resolution.
- Identify opportunities for process improvement and provide ongoing feedback to enhance operational efficiency.
- 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.
EXPERIENCE & EDUCATION:
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
- Superior written and verbal communication skills.
- Flexibility to work variable schedules based on business needs.
- Advanced computing and navigation abilities.
- Outstanding customer service orientation.
- Experience with ticketing systems (considered an asset).
- Strong team collaboration skills.
- Proficiency in Microsoft 365 applications (Outlook, Word, Excel, OneNote, PowerPoint).
- CompTIA A+ certification.
- Technical/Troubleshooting ability:
- Demonstrated experience supporting: Windows 10/11, Mac OS, major browsers (Edge, Chrome, Firefox, Safari), VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, MS Teams, Webex, SCCM, telephony devices, networking, Wi-Fi, iPhone/iPad, and Android devices.
Flexible work hours:
We have a few different defined shifts that we rotate. Each shift comes with 2 x 15 min break and a 1-hour lunch. Shifts would be subject to change to meet business needs.
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.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.
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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
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