Evernex

Service Desk Specialist (Spanish) - Casablanca

Casablanca

CDI / Temps pleinSur site1–3 ansLicence / Bac+3EspagnolService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

Evernex is recruiting a full-time, on-site Service Desk Specialist in Casablanca, Morocco. The role handles incoming IT support calls and customer emails, performs first-level diagnosis, logs and routes cases, and coordinates spare parts and buffer stock with partners and logistics. Candidates need at least 2 years of customer service experience and excellent written and verbal Spanish.

Vos missions

  • Answer incoming calls and customer emails about support issues or service requests, and determine each caller's needs.
  • Log calls with complete details, categorization and priority, and provide first-level diagnosis to close them at service desk level.
  • Route unresolved cases to local partners or Evernex L2 teams, and escalate cases to L3, Expert or Partner teams as needed.
  • Keep users and customers informed of incident progress, upcoming changes and delays, and report call status through internal tools.
  • Coordinate spare parts dispatch and local buffer stock refill with partners and the Evernex logistics team.
  • Close resolved incidents and service requests, and update the CMS under the direction of the Service Desk Manager.

Profil recherché

  • You have 2+ years of customer service experience and enjoy direct contact with customers
  • You have first-level support or IT service desk experience
  • You communicate clearly and fluently in Spanish, both in writing and verbally
  • You enjoy structured ticket work, from logging and triage through to closure
  • You are interested in sustainable IT and enjoy teamwork in a multicultural environment

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Service Desk Specialist (Spanish) - Casablanca

Evernex gives IT parts that would otherwise be thrown away a second life. The company helps businesses save costs while supporting a greener, more sustainable IT future, with teams across the world.

Role overview

The Service Desk Specialist handles calls, provides first-level diagnosis and support, and drives each case from opening to closure.

Key responsibilities

  • Answer incoming calls and customer emails about support issues or service requests, and determine each caller's needs.
  • Log calls with the required information, details, categorization and priority.
  • Assist customers with first incident qualification by collecting the logs the Technical Team needs for an action plan.
  • Provide first-level diagnosis and support, and try to close calls at service desk level.
  • Route unresolved calls to local partners or Evernex L2 teams, and escalate cases to L3, Expert or Partner teams.
  • Keep users and customers informed of incident progress, upcoming changes and delays.
  • Coordinate spare parts dispatch and buffer stock refill with local partners, customers and the Evernex logistics team.
  • Close resolved incidents and service requests, and update the CMS under the direction of the Service Desk Manager.

What makes you a great fit

  • Degree in Computer Science, Management Information Systems or a related field, or equivalent experience.
  • At least 2+ years of customer service experience in a services-oriented role with daily direct customer contact.
  • First-level support experience; experience in an IT service desk environment is highly desired.
  • Excellent written and verbal communication skills in Spanish.
  • Analytical skills to understand ticket trends.
  • Familiarity with ITIL processes, ITSM ticket management tools and Knowledge Centered Service.

Why you will love working here

You will work on meaningful global projects that help companies build smarter IT and make a positive impact on the environment. The culture is casual and human, with less hierarchy, more teamwork, trust and flexibility.

  • Work for a global leader in sustainable IT lifecycle management.
  • Enjoy a fast-paced, multicultural and inclusive environment.
  • Grow your skills with continuous learning and career development opportunities.

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