About Evernex
Evernex believes millions of IT parts thrown away each year deserve a second life. The company gives them a new purpose, helping hospitals, banks, airports and other businesses keep critical systems running while saving costs and helping the planet. With teams across the world, Evernex is building a greener, smarter and more sustainable future for IT.
Role Overview
As a Service Desk Specialist, you are the first point of contact for clients. You solve issues, guide them through solutions, ensure smooth operations, and mentor colleagues while supporting Evernex's mission to keep IT running sustainably across the globe.
Location: Casablanca, Morocco
Contract: Full-time
Work mode: On-site
Key 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
Ideally, you:
- Bring at least 4+ years of customer service or IT service desk experience with daily client contact.
- Apply strong first-level IT support skills to troubleshoot and resolve issues.
- Hold technical certifications in at least one product family (storage, server, networking) or equivalent knowledge.
- Communicate clearly and effectively with both technical and non-technical audiences.
- Leverage your familiarity with ITIL processes and ITSM tools to streamline service delivery.
- Analyze ticket trends to identify recurring issues and improve processes.
- Demonstrate fluency in English and French (Spanish, German and other languages are a plus).
What We Offer
- Work for a global leader in sustainable IT lifecycle management.
- Enjoy a fast-paced, multicultural, and inclusive environment where every voice counts.
- Feel our culture that values well-being, cooperation, compliance, and an entrepreneurial spirit.
- Grow your skills with continuous learning and career development opportunities.
- Contribute to a more sustainable IT future and see the impact of your work.
The company keeps things casual and human, with less hierarchy, more teamwork, trust, flexibility, and the freedom to shape your role.
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