IT Operations Analyst I in London

Work Location: London, Ontario, Canada

Hours: 37.5

Line of Business: Technology Solutions

Pay Details: $47,200 - $66,600 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.

Job Description:

Provides technology-based customer service support and conducts first level analysis to resolve end user incidents/issues working with technology groups, to resolve within established timeframes.

KEY ACCOUNTABILITIES

• CUSTOMER
  • Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions.
  • Ensure change activities are performed on time, minimizing risk to the service/business environment.
  • Monitor resources to ensure availability associated with business applications and technology.
  • Identify, resolve, or escape service delivery issues and/or complaints.
  • Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery.
  • Maintain proficient knowledge of technology components, applications, clients/customers and business services.
  • Prioritize activities to ensure time invested is appropriate to the availability impact.
  • Provide seamless integration of activities and processes, recognizing system interdependencies.
  • Act as an information source to colleagues, business partners and clients/customers.
  • Ensure prompt and timely updates to service issues, and follow through on outstanding problems.
• SHAREHOLDER
  • Deliver and maintain accurate reports and documentation.
  • Follow established procedures and standards.
  • Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP).
  • Maintain a secure work environment and ensure adherence to notification and escalation processes.
  • Communicate effectively within the team relative to service issues and scheduled changes.
  • Recommend improvements and enhancements to internal departmental processes.
  • Comply with well-defined enterprise technology delivery practices and standards and project management disciplines.
• EMPLOYEE / TEAM
  • Work effectively as a team, supporting other members of the team in resolving critical service issues.
  • Prioritize and manage own workload in order to deliver quality results and meet timelines.
  • Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/points of interest.
  • Participate in knowledge transfer within the team and business units.
  • Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team.
• BREADTH & DEPTH
  • Provides front line customer service support to clients on a broad range of issues.
  • Investigates problems beyond own area of knowledge, applying a broad business focus.
  • Assesses level of knowledge of caller and translates information when providing assistance.
  • Prioritizes and may assign problems and service issues to other team members.
  • Co-ordinates problem resolution and the implementation of changes in accordance with established change processes.
  • Integrates all sources of information when providing assistance to clients.
  • Makes independent decisions within generally defined parameters.

Generally reports to a Team Manager.

EXPERIENCE & EDUCATION

Undergraduate degree or Technical Certificate.