The Service Desk Analyst is responsible for providing first-level phone support for PC, LAN, WAN, printers and banking software 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 groups when necessary. Will be responsible for accurately categorizing, documenting, and possibly escalating any incidents, service requests, or problem tickets to ensure timely resolution. In addition, the Service Desk Analyst will other technical teams with installing personal computer related hardware and software according to schedule, scope of objectives, and standard operating procedures. The Service Desk Analyst will liaise with Associates, vendors, and internal teams to insure resolution of incidents and problems or request fulfillment. The incumbent must be flexible and able to work different shifts during that time period to support the business needs.

Minimum Qualifications:

• Minimum of 1-2 years demonstrated customer service experience. Must have excellent customer service skills to service internal customers, balancing the needs of the Associate and business line with the workload of the technical team. Must be able to follow-through until resolution.
• Must demonstrate a basic knowledge of technical support techniques and troubleshooting including hardware/software/operating systems server and network experience. Prior Desktop Support experience or previous Technical Support call center experience is preferred.
• Prior experience with Help Desk ticketing or Service Management systems, Active Directory, DHCP, DNS, MS and Exchange as well as Microsoft Anti-Virus products is desired. HDI Qualified Customer Support Specialist certification, HDI Support Center Analyst and/or A+ Certification is a plus.
• Solid understanding and/or demonstrated working knowledge of PC hardware and PC applications/operating systems such as Office, Outlook, Windows 7, 8, and 10, as well as web-based, and Outlook client email in an Exchange environment.
• Strong time-management skills; should be able to set priorities and maintain organization when covering multiple issues.
• Must have effective written and verbal communication skills and able to communicate in non-technical terms. Must be a strong listener.
• Must have scheduling flexibility to be able to support WSFS Associates during the hours of 7:00 a.m. and 6:00 p.m.

Inclusiveness:

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.

#LI-Hybrid