Responsibilities
:
1. Directly reporting to the European Workspace Manager based in London
2. Oversee, supervise and lead the Workspace team of 3 based in Dublin
3. Mentor and develop team members through regular training, performance reviews, and continuous learning initiatives.
4. Establish performance metrics and ensure adherence to service level agreements (SLAs) and operational standards
5. Manage the receipt of iing service requests through variousmunication channels
6. Prioritization of support calls and requests based upon business impact
7. Resolve support calls either via the telephone using remote tools or on-site desktop visit to an acceptable standard and within a suitable timeframe
8. Ensure timely notification and escalation of possible issues/problems, options and rmendations for prompt resolution
9. Identify and rmend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
10. Initiating and leading escalation and resolution for business impacting workspace issues
11. Effectively handle incident management for outages; effectivelymunicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholder
12. Supporting the lifecycle, launch and retirement of workspace services and establishing robust operational processes and procedures
13. Driving continuous service and process improvement
14. Service and support ticket reporting andernance
15. Partner with local stakeholders and collate end user experience feedback
16. Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
17. 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
18. Setting realistic expectations for service delivery,municating frequently with customers and providing technical expertise as required
19. Offer 3rd level support for in depth fault analysis resulting in direct technical dialogue with internal application developers, support functions and external vendors
20. Workspace engineers are required to be available to work a flexible 8-hour shift between 7am and 6pm onsite with an out of hours call rota
21. Role is considered primarily onsite
22. Weekend work (overtime) may be requested to support moves and changes, as well as other project work
Experience and Skills:
23. 7+ years of desktop support experience, within a trade floor
24. Excellent leadership and team management skills, experience managing a small team
25. Exceptionalmunication, interpersonal, and stakeholder management skills.
26. Ability to work under pressure in a dynamic, fast-paced trading environment and manage multiple priorities effectively.
27. Exceptional written and verbal skills
28. Exceptional customer services skills
29. Strong knowledge ofputer hardware, including laptops, desktops and mobile devices and enterprise desktop applications
30. Knowledge of incident ticketing applications Service Now
31. Strong understanding of Microsoft Windows 11 and Office O365
32. Strong understanding of collaboration tools including Webex, MS Teams, Skype, SharePoint etc
33. Understanding of trader telephony solutions ( IPC)
34. Knowledge of network printer installation, setup and troubleshooting
35. Knowledge of virtualization technologies, especially Citrix
36. Microsoft System Center Configuration Manager experience is a plus
37. Strong analytical and problem-solving abilities; capable of performing root cause analysis and implementing preventive measures
38. Analytical experience, creating dashboards and reporting from systems such as ServiceNow, NeXT think etc
39. Data manipulation experience, Excel, Power BI and similar tools
Sharedmitments
Executives promote adherence to TDBG's vision and purpose to be the better bank, and enrich the lives of customers,munities and colleagues. As part of the general management of their function, Executives are accountable to deliver against TD's five sharedmitments:
40. Think like a customer; provide legendary experiences and trusted advice
41. Act like an owner; lead with integrity to drive business results and contribute tomunities
42. Execute with speed and impact; only take risks we can understand and manage
43. Innovate with purpose; simplify the way we work
44. Develop our colleagues; embrace diversity and respect one another
Inclusiveness
At TD, we aremitted 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 andmunities in which we live and serve. If you require an amodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other amodation), please let us know and we will work with you to meet your 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,munities and colleagues.
TD is deeplymitted 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 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:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and apetitive benefits plan, we'remitted to providing the support our colleagues need to thrive both at work and at home.
Colleague Development