Security Administration Senior Help Desk Associate, Senior Associate

STATE STREET BANK INTERNATIONAL GMBH; Gdańsk; Hybrid; PLN 70,000 - 100,000; Full time

Benefits offered by this job

Permanent contract

Birthday Day Off

Gold Medical Package

Premium life insurance

Private pension plan

Soft skills training

Language classes

Development programs

Volunteer opportunities

Well-being programs

Benefits tied to seniority

Job summary

STATE STREET BANK INTERNATIONAL GMBH poszukuje doradcy Help Desk do świadczenia wsparcia pierwszej linii dla globalnej społeczności pracowników i klientów. Będziesz rozwiązywać problemy z dostępem do systemów i kont użytkowników, dbając o wysoką jakość obsługi w wielu regionach.

Wymagana biegła znajomość języka angielskiego, mile widziana znajomość innych języków oraz doświadczenie w obsłudze systemów tiketowych.

Qualifications

• Wymagania: wykształcenie wyższe lub równoważne doświadczenie zawodowe.
• Doświadczenie w Help Desk / Service Desk / Technical Support lub Customer Support jest preferowane.
• Biegła znajomość języka angielskiego.
• Znajomość języków polskiego, niemieckiego, włoskiego i/lub francuskiego będzie atutem.

Responsibilities

• Świadczenie wsparcia pierwszej linii dla globalnej społeczności pracowników i klientów.
• Rozwiązywanie problemów związanych z dostępem do aplikacji, zarządzanie identyfikatorami użytkowników i resetami haseł.
• Współpraca z zespołami międzynarodowymi i utrzymanie wysokiej jakości obsługi.

Skills

Customer service orientation

Active listening

Verbal and written communication

Multicultural/global teamwork

Problem-solving mindset

Adaptability and flexibility

Independent work with collaboration

English proficiency

Polish/German/Italian/French language

Organizational skills

SLAs and priorities management

Education

Bachelor's degree or equivalent experience

Tools

Ticketing systems

Support tools

Knowledge management platforms

Job description

Nasze wymagania:

• Strong customer service orientation and commitment to delivering high-quality support.
• Excellent listening skills and the ability to understand diverse English accents.
• Clear and professional verbal and written communication skills.
• Ability to work effectively in a fast-paced, multicultural, and international environment.
• Strong problem-solving mindset, adaptability, enthusiasm, and flexibility.
• Ability to work independently while collaborating effectively with global teams.
• Bachelor's degree in a relevant field or equivalent professional experience.
• Previous experience in a Help Desk, Service Desk, Technical Support, or Customer Support role is preferred.
• Proficiency in English is required.
• Knowledge of Polish, German, Italian, and/or French is an advantage.
• Experience with ticketing systems, support tools, and knowledge management platforms is a plus.
• Strong organizational skills with the ability to manage multiple priorities and meet service-level expectations.

O projekcie:

We are seeking a customer-focused Help Desk Representative to provide first-line support to our global employee and client community. In this role, you will be responsible for resolving system access and user account issues, delivering exceptional customer service across multiple regions, and ensuring all interactions are handled with professionalism, accuracy, and discretion.

Zakres obowiązków:

• Provide internal Help Desk support via phone and chat to a global employee and client base.
• Handle inquiries related to application access, user ID management, password resets, and account administration.
• Troubleshoot and resolve system access and user account issues using established Help Desk standard operating procedures (SOPs) and the internal knowledge base (KB).
• Manage confidential and sensitive information with the highest level of integrity and discretion.
• Adapt quickly to changes in tools, processes, and operational procedures.
• Contribute to process improvements and knowledge management initiatives.
• Hybrid work model with 3 days per week in the Gdańsk office.
• Late shift schedule with start times between 11:00 a.m. and 1:00 p.m.
• Availability to provide support on Saturdays (4 per year) and public holidays as part of a rotational schedule.

Oferujemy:

• Permanent contract from day one
• Additional holidays (Birthday Day Off, 3rd and 5th year anniversary Day Off)
• Gold Medical Package for employees and their families (partner and children)
• Premium life insurance package and private pension plan
• Wide range of soft skills training, technical workshops, language classes and development programs
• Opportunities to volunteer your time to company-driven initiatives, employee networks or organizations of your choice
• Variety of well-being programs
• Additional benefits available depending on the seniority of the role