IT Service Desk Analyst – Level 1 Support

About the role

The IT Service Desk Analyst provides Level 1 technical support to KFC restaurant teams across Canada. You will be the first point of contact for technology incidents, service requests, and how‑to inquiries, ensuring timely and courteous resolution.

Key responsibilities

• Deliver Level 1 support via telephone, email and online channels for restaurant staff.
• Provide efficient, courteous customer service and process‑related training as needed.
• Follow departmental processes, contribute to process improvement, and document resolutions.
• Collaborate with other support teams and third‑party partners to troubleshoot complex issues.
• Participate in formal and informal team training sessions.

Required profile

• Fluent in French and English (written and verbal).
• 1‑2 years of IT support experience, preferably in QSR, restaurant or retail environments.
• Strong customer‑service orientation with excellent communication and problem‑solving skills.
• Ability to handle confidential information securely.

Required skills

• Experience supporting POS servers, terminals and peripherals.
• Proficiency with ITSM tools such as ServiceNow and Zendesk.
• Working knowledge of a wide variety of hardware and software platforms.
• Preferred: ITIL V4 certification.

What we offer

• Hybrid work model (2‑3 days per week onsite).
• Paid vacation, personal days, and 10 KFC Canada holidays plus statutory holidays.
• Comprehensive health and dental benefits, including HSA and PSA options.