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:
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fluency in English, both written and spoken.
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Technical degree with at least 3 years of relevant experience in IT support or service desk roles
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ITIL Foundation certification (or willingness to obtain)
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Solid knowledge of ICT environments, systems, applications, and automation tools
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Strong working knowledge of Microsoft Office applications (Outlook, Word, Excel)
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Strong communication skills, with the ability to explain technical issues clearly
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Customer-oriented mindset and awareness of user needs and impact
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Analytical thinking and problem-solving skills, with the ability to ask targeted questions and gather relevant information
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Attention to detail and ability to work in a structured manner.
