Customer Support Analyst Ref 20369

School/department: IT Services 
Hours: Full time. Requests for flexible working options will be considered (subject to business need).
Contract: Fixed term contract until March 2024.
Reference: 20369
Salary: starting at £32,411 to £36,333 per annum, pro rata if part time.
Placed on:  18 April 2023
Closing date: 15 May 2023. Applications must be received by midnight of the closing date.
Expected Interview date: To be confirmed.
Expected start date: As soon as possible

We reserve the right to close the advert earlier than the specified closing date, therefore we encourage you to submit an early application

Job description

The University of Sussex is a leading academic institution nestled in the beautiful South Downs, on the outskirts of Brighton. With staff and students from over 100 countries, we are a diverse and innovative environment, and one of the highest performing universities in the world. We are also a major local employer, with a revenue of over £320m per year and over 3,000 employees.

Led by an award-winning Chief Digital Transformation Officer and inspirational leadership team, we are now embarking on an ambitious programme of transformational change. Over the coming years, this digital transition will be an ever-developing programme supported by senior stakeholders both financially and strategically. Put simply, whilst we are already a highly successful organisation and business, the University will be a very different world in years to come and achieve levels of performance and digital delivery as yet unseen in the sector. All of this is underpinned by major construction and estate renewal, an exciting programme of work to add thousands of accommodation spaces, and a network replacement project to install the latest digital infrastructure as part of the journey towards a fully data-enabled organisation.

We are moving to an agile world and need to take the organisation on the same journey; to be sector leading and to deliver a model of digital delivery fit for the coming years. As this programme gains momentum, we need more people to join us as we unpick our challenges and legacy systems and move towards meeting our potential.

As a member of our very busy and fast paced Customer Helpdesk Team, you will be responsible for  delivering a high profile ‘Expert Helpdesk’ Service. You will be contributing to the Incident Management and Service Request fulfillment processes, first stage Problem Management process and may at times play a role in delivering support services directly to specific schools, divisions or projects.

Working as part of a team, where you will have the opportunity to learn from experienced colleagues further developing your own skillset whilst delivering outstanding service experiences that delight our customers and achieve a high rate of ‘first time fix’.

To be successful in this role you will have excellent customer service skills with the ability to remain calm and professional during times of challenge and a high workload. You will be experienced in providing both software and hardware technical support to a wide variety of users. Ideally you will also have experience in a wide range of productivity and collaboration software (e.g. Microsoft Office, G-Suite, Box, etc), support of mobile devices, and some practical knowledge of a wide variety of AV technologies.

For more information about this role, please contact Michelle Richardson on

The University of Sussex values the diversity of its staff and students and we welcome applicants from all backgrounds.

You can find out more about our values and our EDI Strategy,  Inclusive Sussex, on our webpages.

Download job description and person specification 20369 [PDF 127.95KB]

The University requires that work undertaken for the University is performed from the UK. 

Visa Sponsorship Queries:

  • "This role may be eligible for sponsorship. For a job to be eligible for sponsorship it needs to be assigned an eligible SOC code & meet minimum salary requirements and be full time. Please contact so they can check if this role can be assigned to an eligible SOC code and meets the minimum salary requirements. You can also consult our Skilled Worker Visa Information page for further information"

How to apply

Download and complete the Personal Details and Equal Opportunities Form [DOCX 65.11KB] and send along with your CV and cover letter in pdf. format to

Use the format job reference number / job title / your name in the subject line.

You can also send your application by post to Human Resources Division, Sussex House, University of Sussex, Falmer, Brighton, BN1 9RH.

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