Service Desk Specialist- Spanish

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Date: May 12, 2026

Location: Casablanca, MA

Company: EVERNEX

🌍 OUR MISSION

 

At Evernex, we believe millions of IT parts thrown away each year deserve a second life. That’s why we step in and give them a new purpose. From hospitals to banks to airports, we make sure critical systems stay alive and help businesses save cost while helping by the planet.

With teams across the world, from Paris to Melbourne, Dubai to Sao Paolo, Casablanca to Kuala Lumpur, we are building a future where IT is greener, smarter and sustainable. How does it sound to you?

More information is available at www.evernex.com

 

🌱 Why this role matter?

 

The Service Desk Specialist is responsible of calls handling, 1st Level Diagnosis and Support, following and driving the progresses from the case opening to its closure.

✨ How will you make an impact?

 

  • Answer all incoming calls (within 5 rings) or external / internal customer emails reporting a support issue or service Request and determine the caller’s needs 

  • Logging Calls in the System with the all needed Information, Details, Categorizations and Priorities 

  • Assist the customers with the first incident qualification process by collecting the necessary logs that will be used by the Technical Team to determine an Action Plan. The logs collection tool is to be used to facilitate the task 

  • Providing 1st Level Diagnosis and Support and try to close the Call at Service Desk Level 

  • Route the unresolved calls to the appropriate local partner or Evernex L2 technical Team within Timelines for diagnosis purpose and action, detailing the case in internal tool 

  • Responsible for escalating cases appropriately to Evernex L3 / Expert / Partner for further Analysis & Support 

  • Communication with users – keeping them informed of incident progress, notifying them of impending changes or delays 

  • Answer all requests for action made by Evernex Service Desk. Coordinate both emergency and non-emergency response to calls for service and manage those responses through Evernex ticketing tool. 

  • Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed. 

  • Coordinate spares parts dispatch with local partner / Customer / Evernex logistic center 

  • Ensure constant up to date reporting about status of all calls through the relevant tools internally and to Customer  

  • Manage local buffer stock refill process with Evernex logistic team 

  • Assist customer service with escalated requests in a timely manner. 

  • Record and remove from Evernex specific tool parts used by technicians / local partner  

  • Follow up on all pending and recommended work with customer using the pending work dashboard (Online Tool) 

  • Assist field personnel with completing scheduled appointments within designated time frames and ensure that management is kept informed of potential problems 

  • Closing all resolved Incidents and Service Requests  

  • Internal Support for End Users for specific activities and Tasks (Example setup Laptop or Printer, troubleshooting Connectivity Issues, ….) 

  • Conducting customer/user satisfaction call-backs/surveys as agreed 

  • Updating the CMS under the direction and approval of Serive Desk Manager and reporting any incorrect Records to the appropriate 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 required which consisted of daily direct contact with customers in a services-oriented position  

  • Experience in an IT service desk environment highly desired 

  • First Level Support Experience 

  • 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 and you’ll get to work on meaningful global projects that not only help companies build smarter IT but also make a positive impact on the environment.

We keep things casual and human — less hierarchy, more teamwork. You’ll find trust, flexibility, and the freedom to shape your role while being yourself.

And you’ll have fun along the way:

  • 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 actually see the impact of your work.