IT Operations Analyst I, Technology Service Desk

Job Description

About This Role

We are looking for someone to work directly with customers and clients to provide first-level, technology-based support. You'll share in our commitment to analyze and resolve emerging issues within an established time frame. Think career growth potential!

Meaningful work is fueled by meaningful performance and career development conversations with your manager. Here are the essential job functions of this position:

  • Provide courteous, efficient, and professional customer service to inquiries, address and resolve promptly.
  • Verify the quality of problem resolution, changes and enhancements, and monitor trends.
  • Assess caller's knowledge and translate information when providing assistance.
  • Assign service issues to other team members, co-ordinate problem resolution and the implementation of changes according to established change processes, integrate all information sources when providing assistance to clients.
  • Ensure change activities are performed on time, at minimal business risk.
  • Monitor resources to ensure application/technology delivery.
  • Identify, resolve, escalate and communicate 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 activity and process integration, recognizing system interdependencies.
  • Act as an information "go-to" for colleagues, business partners, clients/customers.
  • Ensure prompt service issue updates, achieve swift resolution.
  • Deliver, maintain accurate documentation.
  • Follow standards, policies and procedures, comply with disaster and business recovery plans.
  • Maintain a secure work environment, adhere to notification and escalation processes.
  • Ensure effective communication throughout service issues and scheduled changes.
  • Recommend internal, departmental process improvements.
  • Respect TD's technology delivery practices, standards, project management disciplines.
Other duties as assigned
• Driving Requirements:
• Travel Requirements:
Job Requirements

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. Here are the minimum requirements for this position:

  • Undergraduate Degree or Technical Certificate.
  • Drive to provide legendary, front-line support.
  • Adeptness in investigating problems outside your own knowledge area (read: apply a broad business focus).
  • Confidence in making wise decisions on your own within generally defined parameters.
  • Exceptional team player! Winning communications skills!
Qualifications
Preferred Qualifications - Here are the preferred qualifications for this role:

• General knowledge and understanding of PC hardware and components.
• Working knowledge of Windows 7/10.
• Ability to effectively communicate information verbally and in written form.
• Sound judgment and decision making skills.
• Ability to think analytically and troubleshoot technical issues.
• Ability to handle multiple tasks in a fast-paced environment.
• Ability to adhere to scheduled shifts, arriving promptly and following scheduled breaks and lunches.
• Ability to type.
• Ability to work shifts that may include days/nights/weekends.