Help Desk Support (Professional Services)

🌍 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 thy role matter?

The IT Professional Services Help Desk Support ensures smooth coordination of service delivery by scheduling and allocating calls on a 24/7 basis. The role manages the end-to-end scheduling process for internal engineers and partner engineers, ensuring the right resource is assigned based on skill, location, availability, and service priority. The position requires strong coordination, communication, and problem-solving skills to maintain service continuity, meet SLA commitments, and support customers across multiple regions and time zones.

✨ How will you make an impact?

• Act as the first point of contact for incoming incidents, service requests, and support calls from clients or internal stakeholders.
• Schedule and allocate calls, incidents, and service tasks to internal engineers and partner engineers in line with priority, entitlement, and SLA requirements.
• Manage partner engineers, including coordinating availability, confirming assignment acceptance, monitoring performance, and ensuring adherence to agreed service standards.
• Maintain engineer rosters, on-call schedules, and coverage plans to support a continuous 24/7 operation.
• Liaise with internal delivery teams, Service Delivery Managers, Project Managers, Account customers, and partner organisations to confirm appointments, dispatch requirements, and escalation actions.
• Monitor service queues and workloads in real time, redistributing tickets where necessary to maintain responsiveness and operational balance.
• Escalate high-priority issues and support major incident coordination during business hours and out-of-hours periods.
• Ensure all scheduling activity, status updates, engineer notes, and time entries are accurately recorded in ticketing and service management systems.
• Track open calls through to completion, following up with engineers, partners, and customers to ensure timely resolution.
• Produce or support reporting on SLA performance, engineer utilisation, response times, backlog, and scheduling efficiency.
• Identify recurring operational issues and recommend improvements to scheduling processes, partner management, and service workflow automation.

🎯 What makes you a great fit:

• Previous experience in an IT help desk, service desk, dispatch, resource scheduling, or service coordination role within a professional services or managed services environment.
• Experience managing and coordinating both internal technical resources and external partner engineers.
• Strong organisational skills with the ability to prioritise effectively in a fast-paced 24/7 support environment.
• Excellent written and verbal communication skills with the confidence to work with technical teams, customers, and third-party partners.
• Familiarity with ITSM or ticketing platforms such as ServiceNow, Remedy, Jira, Salesforce, or similar tools.
• Working knowledge of service delivery processes, incident management, and SLA-based support models.
• Good reporting and administrative skills, including proficiency in Microsoft Excel and standard office applications.
• Flexibility to work rotating shifts, weekends, and on-call patterns as required for 24/7 coverage.
• ITIL Foundation certification or equivalent understanding of IT service management best practice.
• Experience in coordinating field service, on-site support, or multi-country engineer dispatch.
• Strong vendor and partner relationship management skills.
• Experience working in environments with subcontracted or partner-led service delivery models.

#LI-DNI 

💚 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.