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Senior Help Desk Associate in Gdańsk – support global employees and clients with system access and user account issues.
Hybrid work model, 3 days in office, 11-1 PM shift, Saturday availability, plus comprehensive benefits.
About the Role
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.
Key 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 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.
Working Model & Hours
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.
What We Value
- 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.
Qualifications & Preferred Skills
- 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.
Minimum Salary:
Minimum Salary: zł87,000 Annual
Salary
The minimum salary quoted above applies to the role in the primary location specified. If the candidate ultimately works outside of this primary location, the applicable minimum salary may differ. Salary will be determined based on factors such as the position, type of work performed, individual skills, job description, working hours, diligence, initiative, self-management, length of employment, availability, and the quantity and quality of work delivered, as well as other objective and non-discriminatory criteria relevant to State Street employees.
We Offer:
- 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
About State Street
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
Equal Opportunity Employer
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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