Work Location: Toronto, Ontario, CanadaHours:37.5Line of Business: Technology SolutionsPay Details:$59,500 - $84,000 CADTD 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. Valuable knowledge of Microsoft 0365 products (Outlook, Word, Excel, OneNote and PowerPoint).CompTIA A+ certification.

Undergraduate degree or Technical Certificate2-3 years relevant experienceTechnical/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 PackageOur 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 ben

📌 IT Operations Analyst III (Toronto)
🏢 TD Bank Group
📍 Toronto