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Job Title: Analyst - IT Service Desk
Date Posted: 07/19/23 Ref. Number: 243
Type: Full Time Part Time
Location: Vaughan
Requirements: Experienced with Microsoft Windows and Google Workspace
A+ and Network Certification
Knowledge of computer architecture and networking
Experience with Call Tracking Software such as HEAT or Zendesk and communications software such as RemoteWare
Experience with Point of Sale hardware, software and menu management support i.e. IBM, Micros etc.
Excellent listening and verbal communication skills
Ability to manage multiple tasks simultaneously, including typing and talking
Excellent customer service and conflict resolution skills
Ability to troubleshoot and search for solutions through available tools, internet, knowledge base and manuals
Ability to quickly assess situations and make informed quality decisions
Exceptional computer skills with the ability to learn and master new software and applications
Motivated to learn and grow within the team and the organization
Ability to work rotating shifts in order to serve our restaurants from Monday to Sunday, 7am until 2am.
Description: Gather data, understand & troubleshoot restaurant issues
Provide operational, application and technical support via telephone and dial-in capability to our Recipe Unlimited restaurants
Work collaboratively with the IT team and cross functionally with Restaurant Operations team to provide accurate and timely information
Become familiar with the various Recipe Unlimited POS, Back Office Systems and restaurant applications in order to serve our restaurants effectively
Log and monitor all incoming calls via telephone and internet
Follow-up with external service providers and other IT functions until resolution has been completed
Update customers on call status until resolution has been completed
Follow-up with customers on customer service satisfaction
Provide backup support to other IT functions
Update the Recipe Unlimited knowledge base
Follow Recipe Unlimited procedures and policies
Escalate issues as necessary within IT, Operations and/or external vendors
Hours per week: Monday-Sunday (40)
Rate of Pay: TBD
Contact: Sandra Araujo
Telephone: 905-453-7896 Fax: 905-453-7894