Bilingual IT Service Desk Analyst

KFC; Vaughan; On-site; CAD 55,000 - 72,000; Full time

Benefits offered by this job

Comprehensive health and dental benefits

Paid vacation and personal days

Annual tuition reimbursement program

Employee referral rewards

Job summary

KFC in Vaughan is looking for a Level 1 IT Support specialist who will provide technical assistance to restaurant team members via phone, email, and online. Responsibilities include delivering high-quality customer service, providing training, and improving operational processes.

The ideal candidate should have a technical college degree and 1-2 years of relevant IT support experience, ideally in a restaurant or retail environment. This full-time role offers a hybrid work model, comprehensive benefits, and a competitive salary range.

Qualifications

• 1-2 years of IT support services experience.
• Experience in QSR, Restaurant and/or Retail environments.
• Ability to handle highly confidential information/materials.

Responsibilities

• Provide Level 1 support to KFC restaurant team members.
• Collaborate with other teams to resolve complex issues.
• Adhere to departmental processes and procedures.

Skills

French Canadian language skills

Strong Customer Service orientation

Analytical and problem-solving skills

Knowledge of ITSM tools (ServiceNow, Zendesk)

Education

Technical College degree or equivalent work experience

Tools

POS servers

Zendesk

ServiceNow

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

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

Qualifications

• Preferred:
  • ITIL Certification V4 or higher
• Required:
  • Technical College degree or equivalent work experience
• Experience:
  • French Canadian language skills, both written and verbal
  • QSR, Restaurant and/or Retail experience
  • 1-2 years of IT support services experience
  • 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)
  • Ability to handle highly confidential information/materials

General Work Conditions

• Meal and rest breaks in accordance with ESA
• Access to workplace accommodations under the Human Rights Code
• Safe working conditions, including policies for harassment and violence prevention
• Access to necessary technology and equipment (laptop, software, etc.)
• Work typically performed at a desk/computer workstation
• Standard office environment (clean, well-lit, temperature-controlled)
• Full-time hours
• Regular communication (in-person, virtual meetings, phone, email)
• Requires extended periods of sitting and computer use
• This role does not require any travel

Benefits

• Hybrid work model (2-3 days per week in office)
• Paid vacation and personal days, plus 10 paid KFC Canada holidays in 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
• Annual tuition reimbursement program
• Employee referral rewards

This posting is for an existing vacancy.

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 $72,000 CAD. Final compensation will be based on factors such as skills, experience, qualifications, and internal equity.