What are the responsibilities and job description for the Service Desk Analyst position at WSFS Bank?
Job Description At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose. The Service Desk Analyst is responsible for providing first-level phone support for PC, LAN, WAN, printers and banking application problems for WSFS Associates in a manner that is aligned with our mission and values. The incumbent will act as the initial telephone contact for all calls coming into the Solution Center and provide first level technical support by troubleshooting simple to complex problems over the phone and initiating appropriate escalation procedures to senior members of staff or second level support, vendors, and internal teams to insure resolution of incidents and problems or request fulfillment. Work Schedule: 7:00AM-4:00PM or 8:00AM-5:00PM Job Responsibilities: Provide 1st level technology phone (and chat) support for Associates. Strive to resolve the issue on first contact. Work in various Service Desk workstreams including calls, tickets, mailbox, chat, requests, etc. Liaise with Associates, vendors, and internal teams to insure resolution of incidents. Responsible for accurately categorizing, documenting, and possibly escalating any incidents, service requests, or problem tickets to ensure timely resolution. Update the Knowledge Base as new solutions are found. Shares new solutions or information with the team. Advises Team Lead/Manager of any process related problems. Minimum Qualifications: Minimum of 1-2 years of IT Work experience primarily phone support or equivalent IT Work. IT related College Degree or currently in an IT program. HDI Qualified Customer Support Specialist certification, HDI Support Center Analyst, A Certification preferred. WSFS work experience preferred and must have at least one of the above listed qualifications. Experience supporting technology including hardware/software/operating systems, Wi-Fi, VPN, applications, as well as server and network platforms. Experience with Help Desk ticketing or Service Management systems. Experience with Active Directory, DHCP, DNS, MS and Exchange as well as Microsoft Anti-Virus products is desired. Must have excellent customer service skills to service internal Associates. Strong time-management and organizational skills. Must be able to work with minimal supervision. Must have the ability to work in a fast-paced environment. Motivated to provide an exceptional service experience. Dedication to continual improvement. Excellent written, verbal communication, and listening skills. Able to follow-through until resolution. Experience taking calls, assisting customers, and providing a resolution. Salary Range: $47,235.00 - $77,601.75 Individual base pay may vary on additional factors such as the candidate’s experience, job-related skills, relevant education, geographic location, and other specific business and organizational needs. In addition to base salary, WSFS Financial Corporation (WSFS) and its subsidiaries may offer eligible Associates discretionary and formula-based incentive and retention awards. WSFS provides a competitive benefits package, which includes medical, dental, and vision coverage; a 401(k) plan; life, accident, and disability insurance; flexible spending accounts (FSAs) and health savings accounts (HSAs); and wellness programs. Additional benefits may include paid parental leave, military leave, vacation and other paid time off, sick leave in accordance with applicable state laws, and paid holidays. Benefit offerings are subject to eligibility requirements, legal limitations, and may vary based on an Associate’s location and employment status. For more information about Associate benefits, please visit https://www.wsfsbank.com/about/careers/ WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@wsfsbank.com. WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. At WSFS Bank we empower our Associates to forge the careers of their dreams, we guide our Customers to secure their financial futures, and we actively support our Communities so they can fully thrive. We know that when we work together and move forward with purpose a brighter path to the future lies ahead for our Associates, our Customers, and the Communities we serve. WSFS Financial Corporation (WSFS) is a multibillion-dollar financial services company. Its primary subsidiary, WSFS Bank, is the oldest and largest locally-headquartered bank and trust company in the Greater Philadelphia and Delaware region. As of March 31, 2023, WSFS Financial Corporation had $20.3 billion in assets on its balance sheet and $65.6 billion in assets under management and administration. WSFS operates from 119 offices, 92 of which are banking offices, located in Pennsylvania (61), Delaware (39), New Jersey (17), Virginia (1) and Nevada (1) and provides comprehensive financial services including commercial banking, retail banking, cash management and trust and wealth management. Other subsidiaries or divisions include Arrow Land Transfer, Bryn Mawr Capital Management, LLC, Bryn Mawr Trust®, The Bryn Mawr Trust Company of Delaware, Cash Connect®, NewLane Finance®, Powdermill® Financial Solutions, WSFS Institutional Services®, WSFS Mortgage®, and WSFS Wealth® Investments. Serving the Greater Delaware Valley since 1832, WSFS Bank is one of the ten oldest banks in the United States continuously operating under the same name.
Salary : $47,235 - $77,602
