IT Service Desk Specialist

Position Summary

In this role, you will be the primary point of contact for users who need technical support. You will restore service, resolve combined first- and second-line issues across the Microsoft workplace environment, and retain ownership until resolution or an accepted handover. You will be successful if you combine clear customer communication with disciplined troubleshooting, accurate records and reliable shift handovers.

What You'll Do

Receive incidents and service requests through approved telephone, email, portal and monitoring channels

Record, categorise, prioritise, assign and maintain tickets from initial contact through closure

Diagnose and resolve issues affecting supported Windows devices, Microsoft 365, Outlook, Teams, OneDrive, SharePoint and browsers

Fulfil approved identity and access requests in Active Directory and Microsoft Entra ID, including passwords, accounts, groups and permissions

Use approved remote-support, device-management and endpoint-security tools, and provide desk-side support when required

Recognise priority, major and potential security incidents and initiate the correct escalation route promptly

Coordinate with network, cybersecurity, application, infrastructure, identity and supplier teams until ownership is formally accepted

Validate recovery with the user or service owner and record a clear, reusable resolution before closure

Provide complete shift handovers covering active incidents, ageing work, service risks and commitments

Maintain knowledge articles and identify recurring issues, avoidable demand and practical service improvements

What You Bring

Must Haves

Practical experience providing first- or second-line support in a service desk, helpdesk or IT operations environment

Working knowledge of supported Windows endpoints, Microsoft 365, Active Directory and Microsoft Entra ID

Ability to diagnose hardware, software, identity, access and connectivity issues methodically

Confident use of an IT service management system and remote-support tools

Strong customer service, accurate written records and calm prioritisation during service disruption

Professional working proficiency in English; Greek or another customer language is advantageous

Nice to Haves

Experience with ServiceNow, Microsoft Intune, Defender for Endpoint, Azure or Windows Autopilot

Experience supporting aviation, transport, defence, government or another operationally critical environment

ITIL Foundation, Microsoft fundamentals or a relevant role-based certification

Additional Eligibility Qualifications

Ability to complete any additional customer, site, identity or privileged-access checks required for assigned duties.

Availability to work the rotating three-shift roster, including nights, weekends and public holidays.

Ability to follow Metrea, customer and site requirements for information security, data protection and access control.

Benefits

Benefits will be provided in accordance with the employing Metrea entity, local policy and applicable Greek law. Details of the Greece benefits package will be confirmed during the recruitment process. Metrea supports role-relevant learning and professional development.

Work Authorization / Security Clearance

The employee must hold the legal right to work in Greece, or obtain it before employment begins, and must be able to provide the required right-to-work documentation.

AAP/EEO Statement

Metrea is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or other characteristics protected by applicable law.

Position Type and Expected Hours of Work

This is a full-time position in a 24/7 Point of Contact Centre. The role works a rotating three-shift roster that includes nights, weekends and public holidays. Shift arrangements, working time and rest periods will follow applicable Greek law and company policy.

Work Environment

This role operates 100%  in an on-site office and technical support environment. Work is primarily computer-based and may involve extended use of display screens, telephones or headsets.

Travel

Occasional travel or work from another approved site may be required for training, customer engagement or operational support.