Analyst, IT Service Desk - Jobs in Quebec City, QC

Job Description

Overview:Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Pubs, Bier Markt, East Side Mario’s, Landing Group, New York Fries, the Burger’s Priest, The Pickle Barrel & Catering, State and Main, Elephant and Castle and Original Joe’s. With this diverse portfolio of restaurants our Home Office Teammates have the opportunity to work on a wide variety of some of the most popular, well-loved brands in Canada. Variety isn’t the only thing we offer – we are passionate about our industry, we celebrate and support diversity of thought, we are innately curious and encourage our Teammates to take ownership. Above all else, we believe in doing the right thing for our people, our communities and our planet.Reporting to the Service Desk Manager, the Analyst, IT Service Desk will work closely with Restaurant Operations to provide support to their Back of House computer and POS Systems, phone/internet connectivity and Back of House Software. The ideal candidate will be the first point of contact for the Recipe Unlimited restaurants.

• Please note this position is a fully remote position*

What you will do in this role:Gather data, understand & troubleshoot restaurant issuesProvide operational, application and technical support via telephone and dial-in capability to our Recipe Unlimited restaurantsWork collaboratively with the IT team and cross functionally with Restaurant Operations team to provide accurate and timely informationBecome familiar with the various Recipe Unlimited POS, Back Office Systems and restaurant applications in order to serve our restaurants effectivelyLog and monitor all incoming calls via telephone and internetFollow-up with external service providers and other IT functions until resolution has been completedUpdate customers on call status until resolution has been completedFollow-up with customers on customer service satisfactionProvide backup support to other IT functionsUpdate the Recipe Unlimited knowledge baseFollow Recipe Unlimited procedures and policiesEscalate issues as necessary within IT, Operations and/or external vendorsWhat we are looking for from you:Experienced with Microsoft Windows and Google WorkspaceA+ and Network CertificationKnowledge of computer architecture and networkingExcellent listening and verbal communication skillsAbility to manage multiple tasks simultaneously, including typing and talkingExcellent customer service and conflict resolution skillsAbility to troubleshoot and search for solutions through available tools, internet, knowledge base and manualsBonus points for experience with Call Tracking Software such as HEAT or Zendesk and communications software such as RemoteWareAbility to quickly assess situations and make informed quality decisionsExperience with Point of Sale hardware, software and menu management support i.e. IBM, Micros etc.Major bonus points for bilingualismExceptional computer skills with the ability to learn and master new softwaresMotivated to learn and grow within the team and the organizationAbility and willingness to work rotating shifts in order to serve our restaurants to the best of our ability 22 hours a day, 7 days a weekWhat’s in it for you:You’d be joining a close-knit, innovative team of creative and energetic go-gettersYou’d be a part of Canada’s largest full-service restaurant company that leads the industry in size and innovation20% associate discount dining card and monthly dining allowance valid at participating Recipe brandsA welcoming, fun and safe work environment founded on respectCareer advancement opportunities with a company that owns some of Canada’s most iconic restaurant brandsIndustry-leading benefits, wellness programs, and total rewards programsRecipe is committed to providing a diverse, equitable and inclusive workplace. Celebrating people, being passionate and curious, owning it, and doing the right thing are the values that guide how we build our teams, support our franchisees and create a company that unlocks the full potential of everyone.Recipe is dedicated to providing accommodations in accordance with applicable human rights and accommodation legislation. For individuals that require accommodations please contact recruit@recipeunlimited.com.Quick Apply

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