IT Service Desk Specialist

About the role

Metrea is looking for an IT Service Desk Specialist to act as the primary point of contact for users needing technical support. The role restores service and resolves first- and second-line issues across the Microsoft workplace environment, keeping ownership until resolution or an accepted handover. It is a full-time position in a 24/7 Point of Contact Centre, working a rotating three-shift roster including nights, weekends and public holidays, based in an on-site office.

Key responsibilities

• Receive incidents and service requests by telephone, email, portal and monitoring channels
• Record, categorise, prioritise, assign and maintain tickets from contact through closure
• Diagnose and resolve issues on Windows devices, Microsoft 365, Outlook, Teams, OneDrive, SharePoint and browsers
• Fulfil identity and access requests in Active Directory and Microsoft Entra ID, including passwords, accounts, groups and permissions
• Use remote-support, device-management and endpoint-security tools, and provide desk-side support when needed
• Recognise priority, major and potential security incidents and escalate them promptly
• Coordinate with network, cybersecurity, application, infrastructure, identity and supplier teams until ownership is accepted
• Validate recovery with the user or service owner and record a clear resolution
• Maintain knowledge articles, identify recurring issues and provide complete shift handovers

Required profile

• Practical experience providing first- or second-line support in a service desk, helpdesk or IT operations environment
• Ability to diagnose hardware, software, identity, access and connectivity issues methodically
• Strong customer service, accurate written records and calm prioritisation during disruptions
• Professional English; Greek or another customer language is advantageous
• Legal right to work in Greece, obtainable before employment starts
• Availability for the rotating three-shift roster and ability to follow information security and data protection requirements

Required skills

• Windows endpoints, Microsoft 365, Active Directory and Microsoft Entra ID
• Confident use of an IT service management system and remote-support tools
• Nice to have: ServiceNow, Microsoft Intune, Defender for Endpoint, Azure, Windows Autopilot, ITIL Foundation or Microsoft fundamentals certification