A federal public-service organisation operates a second-line service desk supporting employees across its workplace environment. As a Senior Second-Line PC Technician, you will resolve user incidents and service requests through ITSM processes, with day-to-day work centred on Windows 11 and Microsoft 365 support, Ivanti ticket management, endpoint deployment and mobile device administration.
The mission
The service desk combines phone-based second-line support with an Ivanti-managed ticket queue. The technical scope covers Windows 11, Microsoft 365, standard workplace hardware and software, basic network and connectivity diagnostics, and smartphone fleet management for Android and iOS, including subscriptions. This work helps public-service employees access the devices, applications and connectivity required for their daily operations.
You will own assigned incidents and service requests from initial registration through diagnosis, communication and resolution. You will ask targeted questions, identify the underlying cause, apply an appropriate solution and follow up when another technical intervention is required. You will also prepare and install workstations, deploy hardware and software according to procedures, and maintain documentation that supports the wider service desk team.
Your responsibilities
- Resolve assigned incidents and service requests, keeping users informed from registration through closure.
- Diagnose Windows, Microsoft 365, hardware, software and basic connectivity issues, then apply or coordinate the appropriate fix.
- Manage tickets in Ivanti, recording accurate information, prioritising work and following up on outstanding actions.
- Prepare and install workstations, hardware and software in line with established deployment procedures.
- Administer the smartphone fleet, covering Android and iOS devices as well as related subscriptions.
- Improve internal procedures and the knowledge base by documenting solutions and sharing clear guidance with colleagues.
Your profile
Essential skills
- Bring at least three years of experience using Ivanti for ticket management in a service desk or IT support environment.
- Troubleshoot Windows 11 and Office 365 or Microsoft 365 issues using a structured diagnostic approach.
- Apply ITSM principles to incident handling, service requests, prioritisation, follow-up and resolution.
- Use basic knowledge of networks and connectivity to identify whether an issue is related to the workstation, application or network.
- Organise your workload independently while maintaining accurate ticket records and consistent follow-up.
- Communicate clearly and objectively with users, including people with limited technical knowledge, and ask the questions needed to identify their issue.
- Remain calm, courteous and service-oriented when handling pressure or difficult conversations.
Languages
- French: indispensable for user support; the source requirements do not specify a CEFR level.
- Dutch: indispensable for user support; the source requirements do not specify a CEFR level.