CIBC Hiring for Analyst, Help Desk Support at Canada Full Time

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 CIBC.com

Job Description

What you’ll be doing

You’ll be joining CIBC’s Employee Technology Services team. You’ll be able to provide first level support with technology products or applications. You’ll 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. You’ll be a key part of an innovative, “first to market” technology culture, contributing to CIBC’s digital transformation.

How you’ll 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. You’ll 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 it’s 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 what’s possible.

You know that details matter. You notice things that others don’t. 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 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 [email protected]

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

Job Location

Employment Type

Regular

Weekly Hours

0

Skills