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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 Email: saraujo@jobskills.org