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

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