Technical Support, CODE UK (R1004034) in London, UK at IQVIA™

Date Posted: 6/30/2018

Job Snapshot

Job Description

Service Desk Analyst (Central Team)

UK- London


IQVIA - Background


Around the world healthcare stakeholders are working to improve real-world patient outcomes through treatment innovations, provision and access to healthcare. IQVIA provides the information, technology and service solutions they need to drive new insights and approaches. With a global team of 50,000, we harness insights, commercial and scientific depth, and executional expertise to empower clients to achieve some of their most important goals: improving clinical, scientific and commercial results, realising the full potential of innovations and ultimately, driving healthcare forward.


We are one of only a few organisations that integrate real-world evidence, health economics, outcomes research, consulting, and health intelligence tools at the national and international levels across the healthcare value chain.


The position we are recruiting for sits within IQVIA Real World Insights, which applies healthcare intelligence tools and Real World Insights expertise to deliver deep insights into the realities of healthcare delivery, patient populations, pathway design, the effectiveness of healthcare interventions and products, and value for money. 


European Data & Evidence Networks


It is our belief that availability and transparency of treatment data lead to improved patient care. As such, in collaboration with leading pharmaceuticals and in consultation with healthcare professionals, governments and patient groups, IQVIA is leading the development pan-European information infrastructure platforms to collate comprehensive, up-to-date and validated data on how anti-cancer medicines are used in clinical practice. Working with healthcare data providers across Europe, the initiatives will enable the oncology community to keep pace with innovation and derive the greatest value from anti-cancer treatments.


Technology is at the very core of our success and the enabler of our ambition to help connect treatment innovation to patient benefits and ultimately broaden the opportunity for individual patients to receive the therapies that are appropriate for them.


Collaboration for Oncology Data in Europe (CODE)


This is a unique opportunity to be part of an ambitious initiative that will establish the first comprehensive long-term Oncology Data Network across Europe.


It is our belief that availability and transparency of treatment data lead to improved patient care. As such, in collaboration with leading pharmaceuticals and in consultation with healthcare professionals, governments and patient groups, IQVIA is leading the development of a pan-European information infrastructure to collate comprehensive, up-to-date and validated data on how anti-cancer medicines are used in clinical practice. Working with healthcare data providers across Europe, this initiative will enable the oncology community to keep pace with innovation and derive the greatest value from anti-cancer treatments.


Our initiative is an exciting start-up opportunity funded by IQVIA and its collaboration partners. We are currently a team of 100, quickly scaling up as we roll-out and build our European presence. For further information please take a look at the initiative’s website:   www.code-cancer.com


The Role


This is an exciting opportunity for the right candidate to help shape the Service Desk and the delivery of services to IQVIA customers, it’s suppliers and staff.


The primary focus for this role will require the candidate to monitor the data production process of the ODN technology platform, identify and investigate data quality issues, interrogate log files, log and refer any issues to the relevant data processor for onward investigation and resolution.


We are looking for candidates that are flexible, can juggle conflicting priorities, yet remain calm and responsive to the needs of our customers. This is an external customer facing role to provide telephone, email and on-line chat support, hence the need to be able to communicate effectively and have excellent customer service skills.


Specifically, the candidate must have the following technical skills:


  • Knowledge of Wintel administration infrastructure and Unix systems.
  • VMWare administration, with deployment experience.
  • Administration knowledge and understanding of Active Directory and single sign-on, preferably Centrify.
  • Security, certifcates and network monitoring, troubleshooting and rapid response, using monitoring tools such as Solarwinds.
  • Ability to programme, develop and debug scripts using Powershell, Shell Scripts, JavaScript or other scripting languages.
  • Creating, testing and debugging SQL queries.
  • Providing support to end users of Salesforce and ServiceNow;
  • Managing service tickets through to resolution, escalating these to the correct resolver groups and ensuring Service Levels are achieved;
  • Contributing to the process development and documentation of operating procedures for the Service Desk and the other customer service functions.

To act as the central coordinator for any problems and incidents, to provide:


  • An analytical approach and determination to investigate the root cause.
  • Tenacity to ensure any problems or incidents are thoroughly investigated and satisfactory resolutions are reached.
  • Can display strong leadership to ensure multiple parties contribute to and support the effective diagnosis and resolution of any problems or incidents. Including communication to the business and customer user.
  • Participating on customer on-boarding procedures to complete due diligence and configuration of the service management platform.

Additionally, the candidate must have strong customer service skills, including:


  • Having a positive attitude, always willing to go the extra mile for our customers;
  • Be comfortable and confident at making outbound telephone calls.
  • Maintain and grow the customer and configuration database keeping it accurate and up to date.
  • Establish and set high standards of customer services.
  • Knowledge of European data protection legislation.


Core to the initiative is the development of a distributed technology platform that will enable the collection of data, and reporting platforms to enable insights to be obtained from this unique data set. The technology team is responsible for integrating the platform, deploying to regional data centres, rollout to health care providers, and supporting the in life solution.


The growing technology team is supported by an operations team that provides planning, co-ordination, quality control, knowledge management, governance and Service Management across multiple workstreams.


We are now looking for a Service Desk Analyst who can quickly learn the technology platform and can quickly grow to become an authority as well taking responsibility for helping to design, document and mature many of the Service Management processes.


This is a ‘greenfield’ operation, so IQVIA seek an individual who can build structure and work independently, who is willing to ‘roll their sleeves up’ to provide end-user support as well as contribute to the building of the service operations.


This role is ideal for a candidate who has been leading a team of support analysts and is willing to help build a new team, this is much more than a standard end user desk top support role.


Experience, Skills and Qualifications


  • 3+ years of professional experience, consulting, change or programme management background in a technology context
  • Experience and understanding of the software development and deployment process
  • Understanding of database technology & personal data governance & security
  • Previous coding / development / database experience (advantage)
  • Experience of multi-national change initiatives (advantage)
  • Organisational change methodical skills set (organisational analysis and design, financial modelling, programme planning and steering, secondary research)
  • Experience of ServiceNow ITSM and ITIL V3 Foundation.
  • Expert level MS-Excel MS-Project MS-PowerPoint skills
  • Fluent in English with very well-developed written and verbal communication skills
  • Excellent interpersonal skills and an ability to work effectively with different stakeholder groups in a complex organisation
  • Structured approach to problem-solving
  • Enjoys the exciting and constantly evolving corporate start-up environment
  • Demonstrates the capability to juggle priorities in a deadline-driven environment
  • Additional European language(s) would also be useful


We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and

whatever your career goals, we are here to ensure you get there!


We invite you to join IQVIA™.



Job ID: R1004034