Service Desk Specialist (Fintech)

TL;DR

Service Desk Specialist (IT Support): Providing first-line technical and functional support for internal and external users within the Dutch mortgage market with an accent on incident management, workstation configuration, and hardware troubleshooting. Focus on optimizing the user experience, maintaining the CMDB, and ensuring SLA compliance.

Location: Hybrid in Porto/Matosinhos, Portugal

Company

A trusted outsourcing partner for banks, investors, and insurers specializing in the Dutch mortgage market.

What you will do

• Provide first-line support for systems, applications, and technical ICT issues.
• Manage tickets (registration, tracking, and updates) and perform standard change management.
• Configure, maintain, and support workstations and coordinate hardware ordering for the Porto office.
• Maintain the CMDB for Porto devices and update the internal knowledge base.
• Escalate incidents to second-line support and monitor progress.
• Create documentation and manuals to facilitate user training.

Requirements

• Fluency in English (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 it.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel).
• Strong analytical thinking and problem-solving skills.
• Customer-oriented mindset with a structured approach to work.

Culture & Benefits

• Part of a dynamic organization with approximately 600 colleagues.
• Mission-driven environment focused on helping people achieve housing ambitions.
• Collaborative culture combining expert human knowledge and innovative technology.
• Hybrid work arrangement for better work-life balance.