Service Desk Specialist

Working at Quion means being part of a dynamic organization that plays a key role in the Dutch mortgage market. We are committed to helping people in the Netherlands achieve their housing ambitions, because we believe everyone deserves a home.

With approximately 600 colleagues, Quion is a trusted outsourcing partner for banks, investors, and insurers with ambitions in the mortgage market. We manage the full lifecycle of mortgage services through a combination of expert people and innovative technology.

Our ambition is to support at least 1 million households in financing their homes. While we are not there yet, everything we do is focused on achieving this goal.

Your Role:

As a Service Desk Specialist, based in the Porto office, you will act as the first point of contact for internal users and selected external users regarding ICT-related issues. You will provide first-line support for both functional and technical matters, including workstation setup and troubleshooting hardware and software within the standard workplace environment.

Key Responsibilities :

·        Provide first-line support for users regarding systems, applications, and technical issues

·        Handle incidents, service requests, and changes in a timely and accurate manner

·        Register, track, and update tickets in the service desk system

·        Perform standard change management activities

·        Support operational processes by resolving user requests and issues

·        Escalate incidents to second-line support when needed and monitor progress

·        Perform standardized administrative and technical tasks to support second-line teams

·        Assess and prioritize requests based on impact, urgency, and effort

·        Identify bottlenecks and potential SLA breaches and report them accordingly

·        Maintain and update the knowledge base

·        Manage and maintain the CMDB (Configuration Management Database) for Porto devices

·        Support the setup, configuration, and maintenance of workstations

·        Coordinate and support hardware ordering for the Porto office

·        Act as a point of contact for device management and user support

·        Contribute to user training and create documentation or manuals where needed

Position in the Organization :

The Service Desk Specialist reports to the Manager Service Desk & Functional Application Management.

Requirements:

• fluency in English, both written and spoken.

• Technical degree with at least 3 years of relevant experience in IT support or service desk roles

• ITIL Foundation certification (or willingness to obtain)

• Solid knowledge of ICT environments, systems, applications, and automation tools

• Strong working knowledge of Microsoft Office applications (Outlook, Word, Excel)

• Strong communication skills, with the ability to explain technical issues clearly

• Customer-oriented mindset and awareness of user needs and impact

• Analytical thinking and problem-solving skills, with the ability to ask targeted questions and gather relevant information

• Attention to detail and ability to work in a structured manner.