Evernex

Service Desk Specialist (MEA)

Casablanca

CDI / Temps pleinSur site3–5 ansAnglais, FrançaisService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

Evernex is hiring a full-time, on-site Service Desk Specialist (MEA) in Casablanca to be the first point of contact for clients. The role involves resolving first-level IT incidents, escalating complex cases, coordinating spare parts dispatch and mentoring colleagues. It requires at least 4 years of customer service or IT service desk experience and fluency in English and French.

Vos missions

  • Handle incoming calls and emails, logging and categorizing cases with precision.
  • Perform 1st-level diagnosis and resolve incidents whenever possible.
  • Escalate unresolved cases to L2/L3 teams or partners, ensuring timely action.
  • Keep customers updated on incident progress at every step.
  • Coordinate spare parts dispatch and manage local buffer stock refills.
  • Support field personnel, follow up on pending work, and close resolved incidents.

Profil recherché

  • You have 4+ years of customer service or IT service desk experience and enjoy daily client contact.
  • You are comfortable troubleshooting first-level IT issues and guiding clients through solutions.
  • You communicate fluently in English and French with both technical and non-technical people.
  • You care about sustainable IT and want to help extend the life of IT equipment.
  • You enjoy mentoring colleagues in a collaborative, fast-paced team.

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Service Desk Specialist (MEA) at Evernex

At Evernex, millions of IT parts that would otherwise be thrown away each year get a second life. We help hospitals, banks, airports and other businesses keep critical systems running, save costs and reduce their environmental impact. Our teams span the world, from Paris and Melbourne to Dubai, Sao Paolo, Casablanca and Kuala Lumpur.

About the role

As our Service Desk Specialist, you are the first point of contact for clients. You solve issues, guide them through solutions and ensure smooth operations, while mentoring colleagues and supporting our mission to keep IT running sustainably.

Main responsibilities

  • Handle incoming calls and emails, logging and categorizing cases with precision.
  • Perform 1st-level diagnosis, provide support, and resolve incidents whenever possible.
  • Escalate unresolved cases to L2/L3 teams or partners, ensuring timely action.
  • Guide customers through incident progress and keep them updated at every step.
  • Coordinate spare parts dispatch and manage local buffer stock refills.
  • Support field personnel, follow up on pending work, and close resolved incidents.
  • Contribute to internal IT support (laptops, printers, connectivity) when needed.
  • Mentor Service Desk Specialists and support the Service Desk Manager when required.

Requirements

  • At least 4+ years of customer service or IT service desk experience with daily client contact.
  • Strong first-level IT support skills to troubleshoot and resolve issues.
  • Technical certifications in at least one product family (storage, server, networking) or equivalent knowledge.
  • Clear communication with both technical and non-technical audiences.
  • Familiarity with ITIL processes and ITSM tools to streamline service delivery.
  • Ability to analyze ticket trends to identify recurring issues and improve processes.
  • Fluency in English and French (Spanish, German and other languages are a plus).

What we offer

  • Work on meaningful global projects with a global leader in sustainable IT lifecycle management.
  • A fast-paced, multicultural and inclusive environment where every voice counts.
  • A culture that values well-being, cooperation, compliance and an entrepreneurial spirit.
  • Continuous learning and career development opportunities.
  • Trust, flexibility and a casual, human environment with less hierarchy and more teamwork.

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