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 chance 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.

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📌 Bilingual IT Service Desk Analyst (Ontario)
🏢 KFC
📍 Ontario