Service Desk Analyst - WSFS Bank : Job Details

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

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 [email protected].

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.