Business Analyst Manager

4 weeks ago


Edinburgh, Edinburgh, United Kingdom Worldline Full time
About the Role

We are seeking a highly skilled Business Analyst Manager to join our team at Worldline. As a key member of our IT Service Desk, you will be responsible for driving ITIL incident and jeopardy management best practices.

Key Responsibilities
  • Lead, coach, and mentor a team of analysts to ensure all team members meet KPIs, service targets, and quality standards.
  • Manage workload distribution using our telephony system/ticketing tool to ensure all Service Desk SLA's are met.
  • Participate in internal or external qualifications or training courses as deemed appropriate by the training team or line manager.
  • Handle complaints and/or escalations to the best possible resolution for customers and the business.
  • Ensure Service Desk performance targets are met consistently.
  • Adhere to company policies, processes, and procedures at all times.
  • Have outstanding time management skills with the ability to prioritize tasks effectively.
  • Be comfortable managing a large team across varying shifts.
  • Awareness/practice ITIL incident/problem management.
What We Offer
  • Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
  • Have 30 days holiday + 4 bank holidays.
  • Have employee private medical cover, access to a virtual GP service.
  • Access to discounts and cash backs on shopping.
  • Purchase a range of flexible benefits through salary sacrifice.
  • Have Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme.
  • Have Pension – the company will match contributions up to 10%.

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