Bilingual IT Service Desk Analyst

KFC Corporation; Vaughan; Hybrid; CAD 55,000 - 72,000; Full time

Benefits offered by this job

Hybrid work model

Paid vacation

Dental benefits

Life insurance

Job summary

KFC Canada is seeking a Level 1 IT support specialist to assist restaurant team members via phone, email and online, handling incidents, service requests and how-to inquiries from first contact to resolution.

Responsibilities include providing courteous customer service, training users as needed, following processes, and collaborating with cross-functional teams and third-party partners to resolve complex issues. Hybrid work model applies.

Qualifications

• Technical College degree or equivalent work experience.
• ITIL Certification V4 or higher (preferred).
• 1–2 years of IT support services experience.
• Bilingual – French Canadian (written and verbal).
• Experience supporting hardware, software, POS servers, terminals and peripherals.
• Strong customer service orientation and communication skills.
• Proficiency with ITSM tools such as ServiceNow and Zendesk.

Responsibilities

• Provide Level 1 IT support to KFC restaurant team members via telephone, email and online from initial contact to final resolution.
• Provide process-related training to users as necessary.
• Adhere to departmental processes and procedures.
• Contribute to improving the maturity of current operating processes and procedures.
• Collaborate with other support teams and third-party partners to troubleshoot and resolve complex issues; participate in team training sessions.

Skills

IT support experience

Bilingual (French Canadian)

Customer service orientation

Communication skills

ITSM tools (ServiceNow, Zendesk)

Education

Technical college degree or equivalent

ITIL Certification V4 or higher

Tools

ServiceNow

Zendesk

Job description

Provide Level 1 support to KFC restaurant team members via telephone, email and online in response to technology incidents, service requests and how-to inquiries from initial contact to final resolution.

Responsibilities

• Provide efficient and courteous customer service via telephone, email or online
• Provide process related training to users, as necessary
• Adhere to departmental processes and procedures
• Contribute to improve the maturity of current operating processes and procedures

Cross-Functional Collaboration (5%):

• Work with other supportteams and/or 3rd party support partners to troubleshoot and resolve complex issues
• Actively participate in team training sessions (formal /informal)

Qualifications

• Education/Certifications
  • Required:
    • Technical College degree or equivalent work experience
  • Preferred:
    • ITIL Certification V4 or higher
• Experience
  • This role must have…
    • 1-2 years of IT support services experience
    • Bilingual- French Canadian language skills, both written and verbal
    • Working knowledge and experience supporting a wide variety of hardware, software platforms, including POS servers, terminals and peripherals
    • Strong Customer Service orientation with excellent listening skills, interpersonal, written and oral communication skills
    • Solid analytical and problem-solving skills with the ability to recognize difficult situations and respond accordingly
    • Working knowledge of ITSM tools (ServiceNow, Zendesk)
• General work conditions
  • Full-time hours
  • Standard office environment (clean, well-lit, temperature-controlled)
  • Work typically performed at a desk/computer workstation
  • Access to necessary technology and equipment (laptop, software, etc.)
  • Safe working conditions, including policies for harassment and violence prevention
  • Access to workplace accommodations under the Human Rights Code
  • Meal and rest breaks in accordance with ESA
• Requires extended periods of sitting and computer use
• Regular communication (in-person, virtual meetings, phone, email)
• Travel
  • This role does not require any travel

What makes KFC a great place to work?

Our People.We invest in people capability above all else, with a proven track record of developing internal talent to leadership levels across the business both in Canada and globally. We hire and develop people who lead with Smart, Heart and Courage to make a big impact on the business today and grow into leaders of the future.

Our Culture.We are known for a culture that rewards and recognizes bold results and promises everyone a seat at our table. We focus on your personal development as much as your professional development to ensure you can bring your best self to work.

Why you’ll love working here

• Hybrid work model (2–3 days per week in office)
• Paid vacation and personal days, plus 10 paid KFC Canada holidaysin addition to statutory holidays.
• Comprehensive health and dental benefits, including HSA and PSA options that allow you to personalize your coverage, plus life insurance and disability coverage, with employer-paid premiums
• Family-inclusive Employee Assistance Program (EAP) and virtual care
• Paid parental leave with salary top-up
• RRSP and DPSP retirement programs with employer matching
• Employee referral rewards
• And so much more!

Additional Information

This posting is foran existing vacancy.

We thank all applicants for their interest in joining KFC Canada; however, only those selected for further screening will be contacted. Applicants are assessed based on skills and experience relevant to the role. Canadian experience is not required.

KFC Canada is proud to be an equal opportunity employer. We are committed to building a diverse, inclusive, and authentic workplace where everyone feels they belong. In accordance with applicable laws, we are committed to providing reasonable accommodations throughout the recruitment and selection process to meet the needs of applicants. If you require accommodation at any stage of the hiring process, please let us know.

The expected salary range for this role is $55,000 to $72,000CAD. Final compensation will be based on factors such as skills, experience, qualifications, and internal equity.

KFC Canada usesartificial intelligence (AI)–enabled tools to support certain aspects of the recruitment process, including application screening and assessment, in accordance with applicable legislation. All final hiring decisions are made by human decision-makers