IT Service Desk Analyst

Role overview

The IT Service Desk Analyst will act as the first point of contact for KFC restaurant team members who need help with technology issues, service requests, or step-by-step guidance. This position is based in Vaughan, Ontario, and combines office presence with remote flexibility.

Primary support focus

Most of the role is dedicated to front-line restaurant support, handling requests through phone, email, and online channels until the issue is fully resolved.

• Respond promptly and professionally to users by phone, email, and digital support channels.
• Walk users through procedures and provide process training when needed.
• Follow established service desk workflows, standards, and operating procedures.
• Help strengthen and refine existing support practices and process maturity.

Cross-functional support

A smaller portion of the job involves partnering with other internal teams and third-party vendors to resolve more complex technical matters.

• Collaborate with other support groups and external partners to diagnose and fix complex incidents.
• Take part in formal and informal team training activities.

Education and certifications

• A technical college diploma or an equivalent combination of education and work experience is required.
• ITIL v4 or a higher-level ITIL certification is preferred.

Experience and abilities

• 1 to 2 years of experience in IT support services is required.
• Previous exposure to quick-service restaurant, restaurant, or retail environments is preferred.
• French Canadian written and spoken communication skills are preferred.
• Hands-on knowledge of supporting hardware, software, POS servers, terminals, and peripherals is needed.
• Strong customer service mindset with excellent listening and communication skills.
• Good analytical thinking and problem-solving ability, especially when handling difficult situations.
• Familiarity with IT service management tools such as ServiceNow and Zendesk.
• Ability to manage highly confidential information and materials responsibly.

Work environment and conditions

• Work is typically performed at a desk or computer workstation in a standard office environment.
• The office setting is clean, well-lit, and temperature-controlled.
• Meal and rest breaks will follow employment standards legislation.
• Workplace accommodations are available under the Human Rights Code.
• Safe working conditions are maintained, including harassment and violence prevention policies.
• Necessary tools and technology, including a laptop and software, are provided.
• The position requires full-time hours.
• Regular communication is part of the job, including in-person discussions, virtual meetings, phone calls, and email.
• Extended periods of sitting and computer use are expected.
• No travel is required.

Why this role is attractive

KFC emphasizes people development, internal growth, and a culture built around smart thinking, heart, and courage. The company also supports personal development alongside career development.

• Hybrid schedule with 2 to 3 days per week in the office.
• Paid vacation and personal days, plus 10 paid KFC Canada holidays in addition to statutory holidays.
• Medical and dental coverage with HSA and PSA options, plus life insurance and disability coverage with employer-paid premiums.
• Family-inclusive Employee Assistance Program and virtual care.
• Paid parental leave with salary top-up.
• RRSP and DPSP retirement plans with employer matching.
• Annual tuition reimbursement.
• Employee referral rewards.
• Additional employee benefits beyond those listed.

Additional information

This posting refers to an existing vacancy. Applicants will be reviewed based on relevant skills and experience. Canadian experience is not required.

KFC Canada is an equal opportunity employer and is committed to an inclusive, diverse, and authentic workplace. Reasonable accommodation is available throughout the hiring process as needed.

The company also uses AI-enabled recruitment tools for certain screening and assessment steps, while final hiring decisions are made by people.

Compensation

The expected pay range for this position is CAD 55,000 to CAD 72,000 per year. Final compensation will depend on skills, experience, qualifications, and internal equity.