Service Desk Technician

3 days ago


القاهرة, Egypt Kalasko Full time

**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
- 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.

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.


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