Senior Customer Support Analyst

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 Senior member of the Customer Helpdesk Team, you will be responsible for delivering a high profile ‘Expert Helpdesk’ service. The post holder will lead on proactively contributing to the Incident Management and Service Request fulfilment processes, first stage Problem Management process, and may, at times, play a role in delivering support services directly to specific schools, divisions or projects.

You will also be responsible for analysing the University’s systems and processes, seek to leverage efficiency/effectiveness by studying its needs, its operating model, its workflows, and its technological systems. You will also make recommendations that will improve efficiency/effectiveness and oversea technical development projects.


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