Associate, Help Desk Support

1 month ago

Wilmington, United States CIBC Full time

We're building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what's 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 CIBC.com

What you'll be doing

As a member of the US Service Desk, you will be responsible to provide outstanding technology end user support in a fast-paced and changing environment. You will be troubleshooting and resolving issues for CIBC employees on technology tools used to do their jobs; these tools range from applications, services, remote connections, upgrades or any other technology related issue they may have.

  • The Technology Support Analyst is responsible for providing and managing complex and escalated support for technology products and applications.
  • You will be expected to take corrective action or escalate issues, review ticket notes from the Service Desk Associates supporting an unresolved issue or request and design next steps toward resolution, monitor key issues and alert if incidents appear to be a larger issue, and take ownership of Service Desk engagement in changes in compliance with established controls, standards, policies, and procedures.
  • The role works with multiple technical areas to perform a broad variety of assignments, employing a diverse skillset to provide level two technology product and application support that meets end user needs.
  • The Technology Support Analyst works closely with others to achieve synergies and accomplish common goals, documenting technology support steps for knowledge management and taking corrective actions that meet defined completion and delivery times.
  • The role is often required to interpret ticket information, policies, standards, and requirements to meet work objectives, such as monitoring and escalating major incidents and maintaining appropriate system and application access rights. You're flexible to work alternate schedules if required including evening or weekend hours, or special times for system changes.
At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you'll have the flexibility to manage your work activities within a hybrid work arrangement where you'll spend 1-3 days per week on-site, while other days may be remote.

Hours of operation would be 9-6 pm MST

How you'll succeed
  • Manage End User Interactions - Contact end users to further understand their issue or needs, advise them on solutions, and provide a resolution that is tested and complete . Communicate clearly and calibrate language for non-technical understanding when necessary. Use your knowledge from ticket notes, experience, or engage other support teams if needed.
  • Remain Up-To-Date on Support Changes - Engage in informational calls on changes in technology, project meetings requiring Service Desk support, application upgrade information, and any other information the Service Desk requires to be successful in supporting CIBC technology tools and services. Share knowledge with team and document knowledge for repeatable and consistent service.
  • Build Relationships - Direct Service Desk Associates with questions by providing tips and tricks for troubleshooting, guiding to resources available and foster teamwork. Grow your contacts in other support areas including the Enterprise support teams, develop key contacts for escalations and collaborate with others to ensure end user issues are resolved or assigned to the next level of support for resolution.
Who you are
  • You're passionate about people. You find meaning in helping someone understand and resolve their issue. You connect with others through respect and authenticity.
  • You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
  • You're goal-oriented. You're motivated by accomplishing your goals and delivering your best to make a difference.
  • You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. Specifically you have experience with O365, Active Directory, Identity Management tools, ServiceNow, Mobility support including iOS and Android devices, and hardware support including desktops, laptops, tablets, printers, scanners.

    You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.
  • Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
California residents - your privacy rights regarding your actual or prospective employment

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*, 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 Mailbox.careers-carrieres@cibc.com
  • 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
NC Virtual Office

Employment Type
Regular

Weekly Hours
40

Skills
Adobe Photoshop, Application Troubleshooting, Communication, Computer Hardware, Customer Contacts, Customer Service, Electronic Mail, Group Problem Solving, Help Desk Support, Information Technology (IT), IT Troubleshooting, Microsoft Word, Office Administration, Professional Etiquette, Sales, ServiceNow Platform, Service Requests, Technical Support, Technology Infrastructure Management, Workforce Planning

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