End User Services Engineer - Berlin

End User Services Engineer (Berlin)Start Date: Nov 17thDuration: 6 monthsLocation: Litfaß-Platz 1, Berlin, 10178Rate: €320 p/d **Please note this is a 100% onsite role in Berlin, and you must be registered as a Freelance Contractor** Role purposeAt WPP, technology is at the heart of everything we do, and it is the Technology Operations teams mission, as part of Enterprise Technology, to enable our stakeholders to collaborate, create and thrive. Enterprise Technology is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data. As we continue this transformation journey…. This role will carry out the effective and efficient everyday technology operations for WPP ET. A trusted pair of hands to deal with level 1 and 2 issues as they present to the IT Service Desk and a trusted resource for Infrastructure and Management personnel to assist with project work when needed. The role will report into the Enterprise Technology Operations Lead and work closely with other teams within Enterprise Technology. Key ResponsibilitiesDeliver world class, on-site support services to WPP employees, agencies, and visiting clients, operating within predefined structure, methodologies, and standards set by WPP ET. This is a 100% onsite role Provide on-site support to the WPP agenciesProvide onsite support for additional locations which may require travel (where applicable)Provide remote support, as needed, to WPP agencies across the wider regionEnsure IT deskside operations and all standard technology services, including meeting room AV, are delivered and supported as neededDevelop excellent relationships with the business user baseLead a customer-centred culture, championing activities to empower end users to get maximum utilisation out of their technology toolsEducate the business on how to use the Enterprise Technology service and maximise benefitsLog all IT engagements into a ticketing system to ensure IT demand and performance data can be reported uponOnboarding and offboarding of new and departing employees, including user account administration and asset managementLevel 1 and 2 incident and problem management, including diagnosis, liaison with appropriate internal and external resources to drive resolution, and ticket management throughout the resolution processEnsure security procedures are followed, and 3rd parties are monitored during service engagementsEscalation of issues to Infrastructure and/or Management teams as requiredManage and support simple user and office relocationsUnderstanding of unique line-of-business technologiesCompiling, documenting, and maintaining Service Desk knowledge base and standard proceduresDeployment of hardware and software to end usersManagement and installation/removal of break/fix or warranty replacement of IT related equipmentIT asset procurement, inventory and Life cycle managementWork with all the IT functions within the Enterprise Technology operating model to ensure the needs of the business are fulfilledSupport WPP Global in promoting global standards and ensuring local implementationSupport other IT teams with IT changes and ensure support priorities are localised and executed to planEscalation management and work with third-party suppliers to ensure operational services meet business requirementsPerform basic device troubleshooting including resetting devices, cable management, providing console access for 3rd level teams/partners as part of Incident break fix or scheduled changesPerform/be accountable for infra testing pre/post deployment of changes through either Incidents or Projects; liaise with local application owners for additional testingFacilitate and support refresh of local infrastructure (network and server)Support the review of local licensing demand for software assetsAvailability where necessary for out-of-hours supportOther duties as required Skill Requirements3 – 5 years in an IT help desk / desk side support roleStrong cross-platform experience in Windows and Mac, along with working knowledge of AV technologyExcellent problem-solving skillsCan-do attitudeSomeone that can empathise and communicate effectively with end usersBuilds excellent relationships, based on trust and mutual respectExcellent written and verbal communication skillsAble to manage time effectively and set priorities appropriatelyAble to maintain professional demeanour under stress while remaining friendly and approachable to ensure a positive user experience