Security Administration Senior Help Desk Associate with Italian, Senior Associate

STATE STREET BANK INTERNATIONAL GMBH; Gdańsk; Hybrid; PLN 78,000 - 123,000; Full time

Benefits offered by this job

Permanent contract

Medical package

Private pension

Life insurance

Training programs

Well-being programs

Job summary

STATE STREET BANK INTERNATIONAL GMBH w Gdańsku poszukuje pracownika Help Desk, który zapewni pierwszą linię wsparcia technicznego dla pracowników i klientów w globalnej organizacji. Rola obejmuje rozwiązywanie problemów z dostępem do systemów, obsługę zgłoszeń przez telefon i chat, pracę w modelu hybrydowym (3 dni w biurze) oraz dyspozycyjność na zmiany wieczorne.

Wymagamy komunikatywności, znajomości angielskiego i włoskiego, certyfikowanej obsługi narzędzi wsparcia oraz dbałości o poufność i

Qualifications

• Bachelor's degree in a relevant field or equivalent professional experience.
• Previous experience in a Help Desk, Service Desk, Technical Support, or Customer Support is preferred.
• Proficiency in English and Italian is required.
• Knowledge of Polish, German and/or French is an advantage.

Responsibilities

• 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 SOPs and the internal knowledge base.
• 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.

Skills

Customer service orientation

Listening skills

Verbal communication

Written communication

Multicultural environment

Problem solving

Independent work

Organizational skills

English proficiency

Italian proficiency

Education

Bachelor's degree

Tools

Ticketing systems

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 and Italian is required.


• Knowledge of Polish, German 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.


• Join us and help deliver a seamless support experience that enables our employees and clients to succeed.

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