IT Service Desk Specialist — SLA & Incident Champion

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At Evernex, we’re a global leader in third-party maintenance, helping businesses optimize costs and maximize the ROI of their data center infrastructure (servers, storage, and network equipment). With our presence in 165+ countries, over 330 forward-stocking locations for spare parts, and 24/7 technical support, we’re the trusted partner for IT departments worldwide.

As IT continues to evolve, so do we! With our recent acquisitions of Integra, XSI, Maminfo, Stor Ex (Pty) Ltd and Ultra Support, we’re well on our way to becoming one of the world's largest and most experienced TPMs

Evernex is currently looking foraService Desk Specialist(m/f/d)to join our team inGermany, Hochheim.

Your responsibilities

• Case/Incident Management:
  Contract review, spare parts ordering, monitoring
• Technician coordination:
  Searching for technical resources, dispatching with external partners, scheduling deployments with customers and technicians
• Ensuring compliance with Service Level Agreements:
  Supporting customers and responding to all types of inquiries, status monitoring, documentation in the ERP system
• Implementing and maintaining service quality internally and externally
• First escalation level for service partner-related incidents and issues
• Creating and processing complaints
• Escalation and de-escalation management and analyses
• Creating and maintaining documentation and presentations
• Training/instructing new internal employees
• Support with service desk-related topics and processes
• Supporting the Service Desk Manager and the Service Desk Area Manager

Our requirements

• Completed technical or commercial training
• Experience in customer service and complaint management is an advantage
• Knowledge of coordinating activities is an advantage
• Very good written and spoken German and English skills
• A confident and friendly demeanor
• Analytical and process-oriented thinking