Job Title

Recipe is Canadas leading full-service restaurant company. Home to such iconic brands as Swiss Chalet, Harveys, St.Hubert, The Keg, Montanas, Kelseys, Bier Markt, East Side Marios, The Landing Group, New York Fries, The Burgers Priest, The Pickle Barrel & Catering, Fresh Kitchen + Juice Bar and more. 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 isnt 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. Position Overview The Service Desk Analyst will be part of Recipes IT Service Desk team and will work closely with the Restaurant Operations team to ensure restaurant managers are supported through their varying IT questions. This individual serves as the first point of contact for our restaurant managers for support to their computer systems, point-of-sale (POS) systems, kitchen display systems (KDS), phone/internet connectivity and office software. The Service Desk Analyst will also be expected to provide Level 1 support for Recipes internal office and corporate associates. Successful candidates must have excellent customer service, communication and problem solving skills. The IT Service Desk operates from 7am to 2am, 7 days a week and 364 days a year. Candidates must be comfortable working weekends and evenings on a rotating schedule. What Are We Looking For? Requirements: Some general computer knowledge, usage and skills with the ability to learn and master new technology over time Some knowledge of computer architecture and networking Be a user off or have some experience supporting technologies such as point-of-sale (POS) hardware and software, kitchen display systems (KDS), payment systems, menu management systems, labour systems, inventory systems, laptops, printers, internet connectivity, WiFi, Access points and Network Hardware Great customer service skills with an ability to effectively communicate through email, livechat and voice calls Some experience working with Microsoft Windows, Microsoft Office or GSuite Ability to troubleshoot and search for solutions using available tools such as the internet, knowledge base, manuals, ticket history Ability to independently work in a fast paced, dynamic environment while continuously learning new skills and technologies in a hybrid work setting Bonus Experience with ticket management software such as ServiceNow or Zendesk Familiarity with IT Infrastructure Library (ITIL) processes, IT Service Management (ITSM) processes and handling service level agreements (SLA) Experience using remote access tools such as VNC, RDP and mRemote A+, Network+ and other computer certifications Ability to communicate in French Experience in a leadership position within a restaurant or retail store Summary of Responsibilities Ensure exceptional customer service by creating a pleasant and solution-oriented experience Log and take ownership of issues received in the ticketing system, answer incoming calls and emails Provide operational, application and technical support via the phone and remote access to the Recipe Unlimited restaurants and corporate end users Work with multiple stakeholders (external vendors, Restaurant Operations teams, corporate users, etc.) to provide correct and helpful information in a timely manner Become proficient with the different technology and systems used within Recipe such as POS systems, KDS, network connectivity, computer software, corporate user applications, etc. Communicate with customers within a reasonable time while being accurate, respectful and clear until the ticket is closed Understand when it is necessary to elevate issues to other Recipe IT teams, Restaurant Operations teams or external vendors Keep up-to-date on various technology and systems used within Recipe brands Followup with external service providers and other IT functions until call resolution Followup with customers on ticket status to ensure service satisfaction Provide backup support to other IT functions Collaborate with teammates within the IT Service Desk team by sharing knowledge and updating the common database Adhere to company values, procedures and policies Other duties as assigned Whats In It For You? Compensation: 20% associate discount card and monthly dining allowance valid at participating Recipe restaurant brands Pay Range: $50k-$62k Hybrid Work Schedule Healthcare and wellness benefits from your first day Discounts and perks from retailers across Canada Culture: Joining a closeknitted, innovative team of creative and energetic gogetters Having a welcoming, fun and safe work environment founded on respect Ability to participate in Recipes Mentorship program and DEI workshops Being a part of Canadas largest fullservice restaurant company that leads the industry in size and innovation Equal Opportunity Employer Recipe 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 . #J-18808-Ljbffr