Kalasko Inc.is a business management services provider to SMEs in Europe, North and South America, and the Gulf region. Established in 2020 in Delaware, US and operating as a franchise from El-Gouna, Red Sea, Egypt.
We are looking for a Service Desk Technician or IT help desk:
As a Service Desk Technician, you will be the first point of contact for IT support across
business units. You will provide technical assistance to staff and
students, ensuring efficient resolution of IT issues while maintaining high customer service
standards.
Key Responsibilities
● Act as the first line of support for IT service desk queries, troubleshooting
hardware and software issues via phone, email, and in-person.
● Log, track, and resolve incidents using the IT Service Management (ITSM)
system.
● Set up, configure, and maintain end-user devices, including desktops, laptops,
printers, and mobile devices.
● Support Office 365 applications, email services, and authentication
processes.
● Assist in network troubleshooting, basic server administration, and access
management.
● Maintain accurate IT asset documentation and user guides.
● Collaborate with other IT teams to escalate complex issues and ensure timely
resolution.
● Deliver excellent customer service, ensuring high levels of satisfaction.
● Assist in IT projects, including hardware refreshes, migrations, and system
upgrades.
Requirements
● 2-3 years of experience in a Service Desk or IT Support role.
● Strong troubleshooting skills in Windows OS, Office 365, Active Directory, and
basic networking.
● Experience with ITSM tools (e.g., FreshService, ServiceNow, or similar).
● Knowledge of hardware and peripheral troubleshooting.
● Familiarity with remote support tools.
● ITIL certification is desirable but not essential.
● Strong communication skills in English and Arabic.
● Ability to work in a fast-paced environment and handle multiple support
requests efficiently.