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What You’ll Be Doing

As a member of our Technology Operations and Support team, you will be a key part of an innovative, “first to market” technology culture, contributing to CIBC’s digital transformation. As a Help Desk Support Analyst, you are responsible for providing first‑level support for technology products and applications, taking corrective action or escalating issues, monitoring key technology components, and completing and verifying low‑complexity changes in compliance with established controls, standards, policies, and procedures. The role involves working in multiple technical areas to perform a broad variety of assignments, employing a diverse skill set to provide first‑level technology product and application support that meets client needs.

In this role you will work cooperatively with others to achieve synergies and accomplish common goals, documenting technology infrastructure service delivery requests and taking corrective actions that meet defined service‑level objectives. You may also interpret policies, standards, and requirements to meet work objectives, such as monitoring and escalating application‑infrastructure‑generated alerts and maintaining appropriate system and application access rights.

How You’ll Succeed

- Technical Subject Matter Expertise – Utilize high‑level understanding of various technologies. Investigate complex problems and synthesize information. Communicate detailed information in an impactful way.
- Troubleshoot and Handle Escalations – Provide first‑level support for technology products and applications, take corrective action or escalation, monitor key technology components,



and complete and verify low‑complexity changes in compliance with controls, standards, policies, and procedures.
- Pay Attention to Details – Recognize success is in the details. Notice things others do not. Use critical thinking skills to inform decision making.

Who You Are

- You have 2+ years of experience in first and second‑level Help Desk support, interpreting information from the first level of response when issues are escalated. You can multi‑task and make sound judgments in a fast‑paced, high‑stress environment; you have experience with Microsoft application software (Word, Excel, Outlook, etc.). You identify gaps in the existing problem‑resolution process to improve operational efficiencies and determine solutions outside set procedures when the procedure does not work, providing high‑level expertise for extensive troubleshooting.
- You put our clients first. You engage with the purpose of finding the right solutions and go the extra mile because it is the right thing to do.
- You look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow, proactively seeking new opportunities to define what is possible.
- Values matter to you. You bring your real self to work, and you live our values – trust, teamwork, and accountability.

What CIBC Offers

- We recognize you in meaningful,



personalized ways, including competitive compensation, a banking benefit*, wellbeing support, and additional offers such as employee and family assistance programs and MomentMakers, our points‑based recognition program.
- Our spaces and technological toolkit make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
- Subject to program terms and conditions.

What You Need To Know

- CIBC is committed to creating an inclusive setting where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and provide an accessible candidate experience. If you need accommodation, please contact
- CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
- You must be legally eligible to work at the specified location(s) and, where applicable, 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).
- We use artificial intelligence tools during the recruitment process. Our goal is to get to know you, all that you have to offer, and give you the opportunity to learn more about us.

Expected End Date:

Job Location: Toronto-483 Bay St, 7th Floor

Employment Type: Regular

Weekly Hours: 37.5

Skills: Customer Service, Escalation Management, Help Desk Support, Information Technology Operations, Problem Resolution, Service Requests, Technical Support, User Access, Work Collaboratively

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Apply on Kit Job: kitjob.ca/job/2frxi4

📌 Analyst, Help Desk Support (Toronto)
🏢 CIBC
📍 Toronto