Service Desk Specialist – MEA Region

About the role

Evernex is looking for a Service Desk Specialist to be the first point of contact for clients across the MEA region. You will resolve incidents, guide customers through solutions, and support the company’s mission of sustainable IT lifecycle management.

Key responsibilities

• Handle incoming calls and emails, log and categorize cases accurately.
• Perform first‑level diagnosis, resolve incidents when possible, and escalate unresolved cases to L2/L3 teams.
• Guide customers through incident progress, providing regular updates.
• Coordinate spare‑parts dispatch and manage local buffer‑stock refills.
• Support field personnel, follow up on pending work, and close resolved incidents.
• Provide internal IT support for laptops, printers, and connectivity as needed.
• Mentor junior Service Desk Specialists and assist the Service Desk Manager.

Required profile

• Minimum 4 + years of customer service or IT service‑desk experience with daily client contact.
• Strong first‑level IT support skills and ability to troubleshoot a range of issues.
• Technical certifications or proven knowledge in at least one product family (storage, server, networking).
• Fluent in English and French; additional languages are a plus.
• Familiarity with ITIL processes and ITSM tools.

Required skills

• Storage solutions
• Server administration
• Networking
• ITIL framework
• ITSM ticketing tools

What we offer

• Opportunity to work on global projects that promote sustainable IT.
• Casual, inclusive culture with low hierarchy and teamwork focus.
• Flexibility, trust, and freedom to shape your role.
• Continuous learning and career development opportunities.
• Multicultural environment where every voice counts.