Bilingual IT Service Desk Analyst

Résumé du poste

Provide Level 1 technical support to restaurant team members via phone, email, and online channels to resolve incidents and service requests. Collaborate with cross-functional teams and third-party partners to troubleshoot complex technology issues.

Détails du poste

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. Provide Level 1 Restaurant Support (95%): 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 support teams and/or 3rd party support partners to troubleshoot and resolve complex issues Actively participate in team training sessions (formal /informal) Education/Certifications Preferred: ITIL Certification V4 or higher Required: Technical College degree or equivalent work experience 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 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 Job demands Regular communication (in-person, virtual meetings, phone, email) Requires extended periods of sitting and computer use 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 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 And so much more! Additional Information This posting is for an 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 $72,000 CAD. Final compensation will be based on factors such as skills, experience, qualifications, and internal equity. KFC Canada uses artificial 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

Ce que vous ferez

Provide Level 1 technical support to restaurant team members via phone, email, and online channels to resolve incidents and service requests. Collaborate with cross-functional teams and third-party partners to troubleshoot complex technology issues.

Exigences

Requires 1-2 years of IT support experience and bilingual proficiency in French Canadian. A technical college degree or equivalent experience is required, with ITIL V4 certification preferred.

Avantages

• Paid Vacation • Personal Days • Paid Holidays • Health Insurance • Dental Insurance • Health Spending Account • Personal Spending Account • Life Insurance • Disability Coverage • Employee Assistance Program • Virtual Care • Paid Parental Leave • RRSP Retirement Program • DPSP Retirement Program • Employer Matching • Annual Tuition Reimbursement • Employee Referral Rewards

Compétences indiquées

• Technical Documentation · Souhaitée
• Service à la clientèle · Souhaitée
• interpersonal communication · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Level 1 IT Support
• French Canadian Bilingualism
• POS Systems
• Customer Service
• Analytical Problem Solving
• ServiceNow
• Zendesk
• ITSM Tools
• Hardware Troubleshooting
• Software Support
• Interpersonal Communication
• Technical Documentation

Domaines d’emploi

• Technology
• Customer Service & Support
• Food & Beverage
• Hospitality
• Retail