Evernex

Service Desk Specialist – Spanish

Casablanca

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

L’essentiel du poste

Résumé par Postule AI

Evernex is hiring a Spanish-speaking Service Desk Specialist in Casablanca, Morocco. The full-time, on-site role covers incoming calls and emails, first-level diagnosis and support, incident logging and routing, and coordination of spare parts and buffer stock with partners and the logistics team. Candidates should have 2+ years of customer service experience, first-level support or IT service desk experience, and strong written and verbal Spanish.

Vos missions

  • Answer incoming calls and customer emails about support issues or service requests, and determine the caller's needs
  • Provide first-level diagnosis and support, aiming to close calls at Service Desk level
  • Log calls with complete information, categorization and priorities, and collect logs to qualify incidents
  • Route unresolved calls to local partners or Evernex L2 teams and escalate cases to L3, experts or partners
  • Keep users and customers informed of incident progress, changes and delays, and close resolved incidents and requests
  • Coordinate spare parts dispatch and local buffer stock refill with partners and the Evernex logistics team

Profil recherché

  • You have 2+ years of customer service experience with daily direct contact with customers
  • You enjoy first-level IT support and resolving issues at the first point of contact
  • You are fluent in Spanish, with strong written and verbal communication skills
  • You are organized in logging calls and keeping users updated on incident progress
  • You are familiar with ITIL processes, ITSM ticket tools or knowledge management

Généré automatiquement à partir de l’offre. Postule AI peut se tromper : vérifiez auprès de l’employeur.

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. Its teams across the world are building a greener, smarter and more sustainable IT future.

Role Details

Location: Casablanca, Morocco. Contract type: full-time. Work mode: on-site.

About the Role

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

Key Responsibilities

  • Answer incoming calls (within 5 rings) and customer or internal emails about support issues or service requests, and determine the caller's needs
  • Log calls with all required information, details, categorizations and priorities
  • Assist customers with first incident qualification by collecting the necessary logs for the Technical Team, using the log collection tool
  • Provide 1st-level diagnosis and support, aiming to close calls at Service Desk level
  • Route unresolved calls to the appropriate local partner or Evernex L2 Technical Team within set timelines, documenting cases in the internal tool
  • Escalate cases appropriately to Evernex L3, experts or partners for further analysis and support
  • Keep users informed of incident progress and notify them of upcoming changes or delays
  • Respond to action requests from the Evernex Service Desk and coordinate emergency and non-emergency responses through the ticketing tool
  • Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed
  • Coordinate spare parts dispatch with local partners, customers and the Evernex logistics center
  • Keep call status reporting constantly up to date in internal tools and for customers
  • Manage the local buffer stock refill process with the Evernex logistics team
  • Assist customer service with escalated requests in a timely manner
  • Record and remove parts used by technicians or local partners in the Evernex tool
  • Follow up on pending and recommended work with customers using the pending work dashboard
  • Assist field personnel in completing scheduled appointments within set timeframes and keep management informed of potential problems
  • Close all resolved incidents and service requests
  • Provide internal support to end users for activities such as laptop or printer setup and connectivity troubleshooting
  • Conduct customer and user satisfaction call-backs or surveys as agreed
  • Update the CMS under the direction of the Service Desk Manager and report incorrect records to the relevant teams for correction

What Makes You a Great Fit

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

Why You'll Love Working Here

Join Evernex to work on meaningful global projects that help companies build smarter IT and make a positive impact on the environment. The team keeps things casual and human, with less hierarchy, more teamwork, trust, flexibility and the freedom to shape your role.

  • Work for a global leader in sustainable IT lifecycle management
  • Enjoy a fast-paced, multicultural and inclusive environment where every voice counts
  • Be part of a 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

Mise en forme par Postule ·

Signaler un problème