Sr. Analyst, Help Desk Support
Sr. Analyst, Help Desk Support
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Job Description
Were building a relationship-oriented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats right for our clients.
At CIBC we embrace your strengths and your ambitions so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC please visit
What youll be doing
Youll be joining CIBCs Employee Technology Services team. Youll be able to provide first level support with technology products or applications. Youll resolve escalated client needs through service desk from multiple lines of businesses related to infrastructure or applications; resolve and/or further escalate one or more products or services while providing on-call support. Youll be a key part of an innovative first to market technology culture contributing to CIBCs digital transformation. Youre flexible to work an 8-hour shift between 7:00 AM to 6:00 PM Monday to Friday as part of our Technology Helpdesk Operations.
At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work youll be on-site full-time.
How youll succeed
Analytical investigation - Demonstrate a high level of understanding of various technologies. Investigate hard to solve problems make sense of information and provide recommendations for long term solutions with an aim towards increasing client satisfaction. Youll thrive in this environment if you are motivated in your ability to communicate detailed information in a meaningful way.
Troubleshooting skills - Research maintain and recommend updates to written documentation on each escalated incident and/or contact; respond to clients (telephone email web); escalate incidents that cannot be resolved to the next level of support as required by documented procedures/policies.
Who you are
You can demonstrate experience in interpreting information received from first level of response when issues are escalated. Identifying gaps in existing problem resolution process to improve operational efficiencies. Determining solutions outside set procedure when a set procedure is not working and providing high-level expertise for extensive troubleshooting.
You have strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced high stress environment; experience with Microsoft application software (Word Excel Outlook etc.)
You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because its the right thing to do.
You look beyond the moment. You make choices and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define whats possible.
You know that details matter. You notice things that others dont. Your critical thinking skills help to inform your decision making.
Values matter to you. You bring your real self to work and you live our values - trust teamwork and accountability.
What CIBC Offers
At CIBC your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career rather than just a paycheck.
We work to recognize you in meaningful personalized ways including a competitive salary incentive pay banking benefits a benefits program* defined benefit pension plan* an employee share purchase plan a vacation offering wellbeing support and MomentMakers our social points-based recognition program.
Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
*Subject to plan and program terms and conditions
What you need to know
CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation please contact
You need to be legally eligible to work at the location(s) specified above and where applicable must have a valid work or study permit.
We may ask you to complete an attribute-based assessment and other skills tests (such as simulation coding French proficiency MS Office). Our goal for the application process is to get to know more about you all that you have to offer and give you the opportunity to learn more about us.
Job Location
Toronto-81 Bay 5th FloorEmployment Type
RegularWeekly Hours
37.5Skills
1st Line Support Analytical Thinking Critical Thinking Decision Making Help Desk Support Judgement Problem Resolution Problem Solving Teamwork Technical SupportRequired Experience:
Senior IC
Employment Type
Full-Time
