Service Desk Specialist - Global IT Support & Escalations

Evernex Group

Uithoorn

On-site

EUR 30,000 - 48,000

Full time

14 days+

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Job summary

Evernex Group in Uithoorn, Netherlands is seeking a Service Desk Specialist (m/f/d). You will be the first point of contact, handle case/incident management, and coordinate with technicians and partners to ensure SLA delivery.

Fluent German and English, completed technical or commercial training, and a collaborative, flexible mindset are essential. Join a global leader in sustainable IT lifecycle management and contribute to global projects.

Qualifications

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.

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 inquiries, status monitoring, documentation in the ERP system.
Implementing and maintaining service quality internally and externally.
First escalation level for service partner 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 topics and processes.
Supporting the Service Desk Manager and the Service Desk Area Manager.