Accounts Payable Specialist

Enterprise SD L2 DSS

Job Title:

Enterprise SD L2 DSS

Contract:

Permanent

Location:

Ergo Office, 1st Floor Block T, , CO DUBLIN (or) Client Office

Working Model:
Onsite Client Office/Ergo Office.

Role Type:
Individual Contributor

Ergo is seeking an Enterprise SD L2 DSS for a permanent role. Working with our esteemed global clients across Financial, Pharma & Public sectors in a challenging and most rewarding role. You will lead Product, Process, Tools Training across SD (L1, L2 DSS, VIP Support), ITSM (RM, IM, PM, KM, CM, Asset MGMT, Release, others), Service Integration and Management (SIAM), Vendor partner teams.

This will be in line with Managed Service (MS) - Business Unit, client business requirements (Fit for Purpose & Fit for use) based on overall maturity of Training delivery landscape and enhancing the value across (People, Process, Tool & Infrastructure) aspects of portfolio.

• As an Enterprise SD L2 Desk Side Support (DSS) you are in a client‑facing role, responsible for SD (L1, L2 DSS) Knowledge Management service delivery for Inflight transitions/projects & the steady state.
• The SD L2 Deskside Support Roles & Responsibilities will include the following aspects, and this is not an exhaustive list:
• Hardware Support:
  Diagnosing and resolving issues with desktops, laptops, docking stations, monitors, keyboards, mice, printers, and mobile devices.
• Software Support:
  Troubleshooting operating systems (Windows
  10/11), business applications (MS O365, VPN clients, 3rd party apps), and common software errors.
• Performance Issues:
  Identifying causes of slow systems, freezes, and crashes, and applying fixes or escalating as needed.
• Incident and Request Management:
  Handling incidents and service requests that are escalated from L1 Service Desk, logging all activity in the ITSM system, updating tickets with detailed notes and resolution steps, and ensuring SLAs are met for response and resolution times.
• User Account and Access Management:
  Creating, modifying, and disabling user accounts across Active Directory, email systems, and business applications; assigning and troubleshooting permissions, group memberships, and access issues; managing hardware assignments linked to user accounts.
• Software Installation and Patching:
  Installing, configuring, and updating standard and authorised software; supporting patching processes where required, either manually or through remote tools; validating software licences and ensuring compliance.
• Hardware Deployment and Maintenance:
  Preparing new equipment (imaging, asset tagging, software installation); performing moves, adds, and changes (MACs); conducting break/fix repairs; maintaining stock/asset records and updating asset management systems.
• Network and Connectivity Support:
  Troubleshooting local connectivity issues (Wi‑Fi, Ethernet, VPN); assisting with network printer setups and troubleshooting; working with Client‑operated Network or Infrastructure teams (L3) for resolution.
• Documentation and Reporting:
  Documenting known issues, fixes, and standard procedures; updating knowledge base articles for L1 and L2 reference.
• User Support and Training:
  Providing desk‑side or remote support to users on tools and best practices; assisting with onboarding and offboarding processes; providing user support or hyper‑care during technology rollouts or upgrades.
• Security and Compliance Support:
  Ensuring devices meet security baselines (antivirus, encryption, patching); reporting security incidents to appropriate teams.
• Collaboration and Escalation:
  Escalating to Level 3 teams (network, infrastructure, systems, applications) for L2 out‑of‑scope issues; participating in cross‑functional IT projects (migrations, upgrades); contributing feedback to improve service delivery processes.
• Asset Management:
  Capturing in‑scope asset information from endpoint sources such as Microsoft Intune or SCCM; maintaining an accurate asset register; generating asset reports to meet management requirements; conducting annual asset stock‑take reviews with verification reporting and remedial actions.

• 5+ years of experience in overall ICT operations, IT SD L2 DSS and/or L2…