Technical Product Support

Applicants must have the right to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this position.

Job Summary

IQVIA is seeking a highly skilled and motivated Technical Product Support individual to join our HSCN Securnet team. Working closely with the Service Desk Manager, the successful candidate will be responsible for overseeing the technical support aspects of our HCSN service, ensuring the delivery of high-quality, secure network solutions to over 2000 UK pharmacies. This role involves close collaboration with internal teams and third-party providers to drive product innovation and maintain service excellence.

Key Responsibilities

• Product Enhancement:
• Alongside the Service Desk Manager, help to drive the product enhancement of the IQVIA HCSN service.
• Collaborate with cross-functional teams to define product requirements and roadmaps.
• Ensure alignment of product development with company goals and customer needs.
• Team Support:
• Mentor and guide team members, fostering a collaborative and innovative work environment.
• Facilitate knowledge transfer and training sessions to ensure team proficiency and continuity.
• Stakeholder Collaboration:
• Work closely with third-party providers to ensure seamless integration and service delivery.
• Maintain strong relationships with key stakeholders, including pharmacies and internal departments.
• Service Desk team:
• Be an active member of the service desk team responding to incoming queries and act as an escalation point for the team, ensuring efficient incident management and product order processing.
• Be able to manage and co-ordinate urgent and complicated support issues.
• Implement and maintain best practices for service desk support and customer satisfaction.
• Continuous Improvement:
• Identify opportunities for product improvement and innovation.
• Establish feedback loops to continuously enhance product features and service quality..

Qualifications

• Education:
• Relevant qualification in Computer Science, Information Technology, or a related field. A degree is a plus.

• ITIL3 (or 4 ) certification would be desirable but not essential, alongside CISCO and cloud computing knowledge and qualifications

• Experience:

• Proven experience in a technical product lead or similar role, preferably within the healthcare or network services industry.
• Experience working within the service desk environment or other customer support role

Strong background in product development, project management, and team leadership.

Skills

• Network Troubleshooting & Diagnostics
• Understanding of IP addressing, DNS, and connectivity protocols.
• Ability to diagnose and resolve HSCN-related network issues
• Hardware & Software Support
• Experience with configuring routers, firewalls, and endpoint devices.
• Familiarity with pharmacy systems and NHS digital infrastructure.
• HSCN-Specific Knowledge
• Awareness of HSCN policies, readiness testing, and migration procedures.
• Understanding of NHS Digital standards for secure and compliant connectivity.
• Documentation & Compliance
• Ability to interpret and apply technical documentation and NHS guidance.
• Knowledge of data protection and cybersecurity best practices.
• General
• Excellent technical skills, including knowledge of network solutions, security measures, and service management.
• Strong leadership and mentoring abilities.
• Exceptional communication and collaboration skills.
• Ability to manage multiple projects and priorities in a fast-paced environment
• Customer orientated and cool-tempered
• Ability to work flexibly to cover core hours 8am to 6pm and 1 in 3 Saturday morning on Rota

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more