Service Desk Specialist; m​/f​/d

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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.

Why Your Work Matters—and What You're Making a Difference With It

Our Service Desk specialists are the first point of contact for customers when they need support. They ensure that customers’ issues are resolved quickly, provide guidance to colleagues, and help Evernex deliver world-class IT services globally.

Your responsibilities will include, among other things:

• 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

What Makes You the Ideal Employee

We are looking for someone who combines knowledge, experience, and passion:

• 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
• Organizational skills
• Ability to work in a team
• Flexibility and resilience

Why you'll love working here

Join Evernex and work on significant global projects that not only help companies develop smarter IT solutions but also have a positive impact on the environment.

We have a relaxed and people-oriented atmosphere—less hierarchy, more teamwork. Find trust, flexibility, and the freedom to shape your role yourself while being completely yourself.

And you’ll have fun doing it:

• Work for a global leader in sustainable IT lifecycle management.
• Enjoy a dynamic, multicultural, and inclusive environment where every voice counts.
• Experience our culture, which values well-being, collaboration, compliance, and entrepreneurship.
• Expand your skills through ongoing training and career opportunities.
• Contribute to a more sustainable IT future.