Service Desk Analyst (m/f/d) - On-site, Montreal

Everyone talks about innovation today - we live and breathe innovation!

We’re the Smart Innovation Platform trusted by over 600 global organizations to manage the full innovation lifecycle, from strategic foresight to ideation, tech scouting, startup engagement, and project execution. Our modular, AI-powered software connects strategy with delivery, helping business units align efforts, make smarter decisions, and scale what works across the enterprise. With more than 20 years of experience, a team of over 160 employees, and expert consulting, HYPE enables organizations to make innovation systematic, inclusive, and outcome-driven—reducing costs, driving growth, and building resilience in a constantly changing world. 
 
Now, we’re expanding our team and are looking for a
 
Service Desk Analyst (m/f/d) - On-site, Montreal
 
Location: On-site Montreal

Join us as a client-oriented, technically curious Service Desk professional, helping B2B clients get the most from a cloud‑deployed, Java‑based web application. If you thrive on collaborative problem‑solving, clear communication, and turning complex issues into smooth outcomes, this role is for you.

Your responsibilities

• Own tickets end‑to‑end: Triage, prioritise, and resolve requests in our ticketing system, ensuring accurate categorisation, clear updates, and timely closures.
• Analyse and troubleshoot: Investigate issues across a Java‑based web application stack (front end, middleware, integrations, cloud deployment), identify root causes, and implement pragmatic workarounds or fixes.
• Collaborate globally: Partner with our international support teams—Project Management, Configuration, Hosting, and Software Development—to drive aligned, efficient resolutions.
• Elevate customer experience: Contribute to fast response and resolution times, reduce repeat incidents, and champion a high standard of customer satisfaction.
• Document and improve: Capture reproducible steps, known errors, runbooks, and post‑incident notes to strengthen our knowledge base and processes.

Your profile

• Collaborative problem‑solver: You enjoy working with others to untangle tricky issues and share wins.
• Fast technical learner: Comfortable navigating admin‑level application settings, logs, and configurations.
• Deep support experience: Several years in Support/Service Desk roles, ideally within complex, multi‑tier web applications.
• Java familiarity: Experience supporting Java applications and foundational knowledge of Java development concepts (e.g., logs, stack traces, build/deploy basics).
• Cloud exposure: Initial hands‑on experience with Google Cloud Platform (GCP) and core tools/services.
• Monitoring savvy: Proficiency with common monitoring and alerting tools (e.g., dashboards, log aggregation, metrics).
• Ticketing expertise: Solid command of mainstream ticketing systems and ITSM workflows.
• Excellent communication: Professional English (verbal and written); solid German is a plus.
• ITIL® Foundation certification.
• Work authorisation: Canadian citizenship or Permanent Resident status.

Why HYPE?

Exciting Industry Leadership: Be at the forefront of digital transformation, partnering with top global innovators across industries.

Work That Matters: Collaborate with world-class brands to solve complex challenges and deliver impactful solutions.

Unique Company Culture: Experience the perfect balance of startup agility and enterprise stability. Every team member is valued, decisions are made swiftly, and success is driven by sustainable growth—not fleeting trends.

Global Collaboration: Work with an international team that shares strong bonds despite geographical distances, meeting regularly to foster connections.

Perks That Matter: Free office snacks, drinks, and a supportive environment where your career will thrive.