Analyst, It Service Desk

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.

What you will do in this role

• Update the Recipe Unlimited knowledge base
• Provide backup support to other IT functions
• Work collaboratively with the IT team and cross functionally with Restaurant Operations team to provide accurate and timely information
• Provide operational, application and technical support via telephone and dial-in capability to our Recipe Unlimited restaurants
• Follow-up with customers on customer service satisfaction
• 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
• Gather data, understand & troubleshoot restaurant issues
• Log and monitor all incoming calls via telephone and internet
• Escalate issues as necessary within IT, Operations and/or external vendors
• Follow Recipe Unlimited procedures and policies
• Become familiar with the various Recipe Unlimited POS, Back Office Systems and restaurant applications in order to serve our restaurants effectively

What we are looking for from you

• Exceptional computer skills with the ability to learn and master new software and applications
• Ability to troubleshoot and search for solutions through available tools, internet, knowledge base and manuals
• Experience with Call Tracking Software such as HEAT or Zendesk and communications software such as RemoteWare
• Knowledge of computer architecture and networking
• Experience with Point of Sale hardware, software and menu management support i.e. IBM, Micros etc.
• Ability to manage multiple tasks simultaneously, including typing and talking
• Excellent listening and verbal communication skills
• Ability to work rotating shifts in order to serve our restaurants from Monday to Sunday, 7am until 2am.
• Ability to quickly assess situations and make informed quality decisions
• Motivated to learn and grow within the team and the organization
• Experienced with Microsoft Windows and Google Workspace
• Excellent customer service and conflict resolution skills
• A+ and Network Certification

What’s in it for you?

• Career advancement opportunities with a company that owns some of Canada’s most iconic restaurant brands
• Industry-leading benefits, wellness programs, and total rewards programs
• You’d be a part of Canada’s largest full-service restaurant company that leads the industry in size and innovation
• 20% associate discount dining card and monthly dining allowance valid at participating Recipe brands
• You’d be joining a close-knit, innovative team of creative and energetic go-getters
• A welcoming, fun and safe work environment founded on respect

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 [email protected].