IT Operations Analyst III

Work Location:

Hours:

Line of Business:

Pay Details:

Were committed to providing fair and equitable compensation to all our colleagues. As a candidate we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions including pay details for this role.

Job Description:

Headquartered in Toronto Canada with more than 85000 employees in offices around the world The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group (TD). TD offers a full range of financial products and services more than 25 million customers worldwide through three key business lines:

• Canadian RetailincludingTD Canada Trust Business Banking TD Auto Finance (Canada) TD Wealth (Canada) TD Direct InvestingandTD Insurance
• U.S. Retailincluding TD Bank Americas Most Convenient Bank TD Auto Finance (U.S.) TD Wealth (U.S.) and TDs investment in TD Ameritrade
• Wholesale Bankingincluding TD Securities

TD Securities offers a wide range of capital markets products and services to corporate government and institutional clients who choose us for our innovation execution and experience.

With more than 6900 professionals operating out of 32 cities across the globe we help clients meet their needs today and prepare for tomorrow. Our services include underwriting and distributing new issues providing trusted advice and industry-leading insight extending access to global markets and delivering integrated transaction banking solutions. In 2023 we acquired Cowen Inc. offering our clients access to a premier U.S. equities business and highly-diverse equity research franchise while growing our strong diversified investment bank.

We are growth-oriented people-focused and community-minded. As a team we work to deliver value for our clients every day.

Business Context

A position has arisen for a Workspace Support Engineer based in the London office. The team is part of the European Technology Infrastructure organization with a local reporting line in London but with counterparts in New York Toronto Singapore and Dublin. The Workspace team provides technical support to approximately 450 users based in London and Dublin. The users consist of TDS Front Office and Back Office teams some working on-site in the London and Dublin offices and some working at their home locations.

Given the size of TD Securities in the region the Workspace Support Engineer will be expected to manage a diverse set of activities and while full training will be given the engineers are expected to be self-starters and are expected to work to identify solutions often in conjunction with colleagues in Toronto as part of the wider TD Bank organization.

Workspace Services Engineer Responsibilities:

The receipt of incoming service requests through various communication channels

The prioritization of support calls based upon business impact

The resolution of support calls either via the telephone using remote tools or on-site desktop visit to an acceptable standard and within a suitable timeframe

Provide Front and Back Office system technical support for trading floor and support function applications including all Reuters products Bloomberg products Tradeweb and ICAP apps

Setting realistic expectations for service delivery communicating frequently with customers and providing technical expertise as required

Offer 3rd level support for in depth fault analysis resulting in direct technical dialogue with internal application developers support functions and external vendors

Engineers will be available to work a flexible 8 hour shift between 7am and 7pm with an out of hours call rota

Engineers are permitted to work offsite from home after initial training and knowledge transfer has been satisfactorily completed. The work from home provision is however flexible and at the business discretion

Weekend work (overtime) may be requested to support moves and changes as well as other project work.

Experience and Skills:

3 4 years of desktop support experience trade floor experience a plus

Exceptional written and verbal skills

Exceptional customer services skills

Strong knowledge of computer hardware including laptops desktops and mobile devices and enterprise desktop applications

Knowledge of incident ticketing applications e.g. Service Now

Strong understanding of Microsoft Windows 11 and Office o365

Strong understanding of collaboration tools including Webex MS Teams Skype Sharepoint etc

Understanding of trader telephony solutions (e.g. IPC)

Knowledge of network printer installation setup and troubleshooting

Knowledge of virtualization technologies especially Citrix

Microsoft System Center Configuration Manager experience is a plus

Shared Commitments

Executives promote adherence to TDBGs vision and purpose to be the better bank and enrich the lives of customers communities and colleagues. As part of the general management of their function Executives are accountable to deliver against TDs five shared commitments:

Think like a customer; provide legendary experiences and trusted advice

Act like an owner; lead with integrity to drive business results and contribute to communities

Execute with speed and impact; only take risks we can understand and manage

Innovate with purpose; simplify the way we work

Develop our colleagues; embrace diversity and respect one another

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.

Who We Are

TD is one of the worlds 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 95000 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 youve 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 were 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 investment we make in our colleagues to help them and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits including medical coverage paid time off career development and reward and recognition programs.

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 were committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well 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

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.