86 IT Support Specialist jobs in Andover

PE Global is recruiting a Patient Support Specialist for our multinational pharmaceutical client based in Basingstoke. The role is hybrid with 3 days a week onsite. This is an initial 12-month contract , and the rate for this role is £27.78 p/hour PAYE .

Responsibilities:

• Act as the primary liaison between the client and a third-party vendor delivering a digital Patient Support Programme (PSP)
• Lead the implementation and ongoing management of a fully compliant patient support platform in the weight management therapy area
• Coordinate internal cross-functional teams including medical, compliance, IT, marketing, and patient access to ensure programme readiness
• Oversee all content certification using Veeva Vault PromoMats , including reviewer assignment, referencing, and lifecycle management
• Maintain audit trails, claims matrices, and documentation to ensure programme compliance and inspection readiness
• Ensure adherence to ABPI Code of Practice, MHRA, GDPR, NHS, and pharmacovigilance regulations
• Prepare and deliver field team resources including training materials, FAQs, playbooks, and launch briefings
• Track patient engagement, service KPIs, and feedback to drive programme optimisation and continuous improvement
• Manage programme budget, vendor performance, and ensure alignment with strategic objectives

Requirements:

• Bachelor’s degree or equivalent professional experience in a relevant field
• Minimum 2 years’ experience in the pharmaceutical, healthcare, or patient support programme sectors
• In-depth knowledge of the ABPI Code of Practice , with a strong preference for experience working on:
• Patient support programmes
• Collaborative or joint working
• Package deals, donations, and sponsorships
• Comprehensive understanding of content certification standards and processes
• Proficiency in Veeva Vault PromoMats (or similar compliance and asset management systems)
• Strong project management and stakeholder engagement skills, with the ability to lead cross-functional initiatives
• Experience working within UK healthcare or NHS patient pathways (especially in cardiometabolic or weight management areas) is a plus
• Analytical mindset with the ability to translate insights into improvements

Please note PE Global cannot assist with any visa sponsorship. Candidates will need the full right to live and work within the UK for at least the next 12 months.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues related to products and services.
• Provide accurate information about product features, usage, and troubleshooting steps.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Identify and report recurring customer issues and feedback to management.
• Contribute to the development of knowledge base articles and support documentation.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Adhere to company policies and service level agreements (SLAs).
• Proactively identify opportunities to improve the customer experience.

• Previous experience in a customer service or technical support role.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively.
• Patience, resilience, and a customer-centric attitude.
• Familiarity with common software applications and troubleshooting.
• A team player with a positive attitude.

PE Global is recruiting a Patient Support Specialist for our multinational pharmaceutical client based in Basingstoke. The role is hybrid with 3 days a week onsite. This is an initial 12-month contract , and the rate for this role is £27.78 p/hour PAYE .

Responsibilities:

• Act as the primary liaison between the client and a third-party vendor delivering a digital Patient Support Programme (PSP)
• Lead the implementation and ongoing management of a fully compliant patient support platform in the weight management therapy area
• Coordinate internal cross-functional teams including medical, compliance, IT, marketing, and patient access to ensure programme readiness
• Oversee all content certification using Veeva Vault PromoMats , including reviewer assignment, referencing, and lifecycle management
• Maintain audit trails, claims matrices, and documentation to ensure programme compliance and inspection readiness
• Ensure adherence to ABPI Code of Practice, MHRA, GDPR, NHS, and pharmacovigilance regulations
• Prepare and deliver field team resources including training materials, FAQs, playbooks, and launch briefings
• Track patient engagement, service KPIs, and feedback to drive programme optimisation and continuous improvement
• Manage programme budget, vendor performance, and ensure alignment with strategic objectives

Requirements:

• Bachelor’s degree or equivalent professional experience in a relevant field
• Minimum 2 years’ experience in the pharmaceutical, healthcare, or patient support programme sectors
• In-depth knowledge of the ABPI Code of Practice , with a strong preference for experience working on:
• Patient support programmes
• Collaborative or joint working
• Package deals, donations, and sponsorships
• Comprehensive understanding of content certification standards and processes
• Proficiency in Veeva Vault PromoMats (or similar compliance and asset management systems)
• Strong project management and stakeholder engagement skills, with the ability to lead cross-functional initiatives
• Experience working within UK healthcare or NHS patient pathways (especially in cardiometabolic or weight management areas) is a plus
• Analytical mindset with the ability to translate insights into improvements

Please note PE Global cannot assist with any visa sponsorship. Candidates will need the full right to live and work within the UK for at least the next 12 months.

• Respond to customer support requests via phone, email, and ticketing system in a timely and professional manner.
• Diagnose and resolve complex technical issues related to software functionality, installation, and integration.
• Provide clear and concise guidance to users on software usage and best practices.
• Escalate unresolved issues to senior technical staff or development teams when necessary.
• Document all support interactions, solutions, and common issues in the knowledge base.
• Assist in the creation of technical documentation, FAQs, and user guides.
• Proactively identify trends in customer issues and provide feedback to the product development team.
• Conduct remote troubleshooting sessions with customers.
• Maintain a high level of customer satisfaction through effective communication and problem resolution.
• Participate in training sessions to stay updated on product features and technical advancements.

• Proven experience in a technical support or helpdesk role, preferably supporting software products.
• Strong understanding of operating systems (Windows, macOS, Linux) and networking concepts.
• Familiarity with databases and SQL is a plus.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in using remote desktop tools and ticketing systems.
• Ability to work independently and manage multiple priorities effectively.
• Experience with cloud-based applications is desirable.
• A degree in Computer Science, Information Technology, or a related field is preferred.
• Customer-focused attitude and a commitment to service excellence.

• Provide advanced technical support to customers via phone, email, and chat, resolving intricate hardware, software, and network issues.
• Act as a technical escalation point for junior support staff, offering guidance, training, and mentoring.
• Diagnose and troubleshoot complex system and application problems, identifying root causes and implementing effective solutions.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal use and customer self-service.
• Monitor support queues and agent performance, ensuring service level agreements (SLAs) are met and exceeded.
• Contribute to the continuous improvement of support processes, tools, and customer support strategies.
• Identify recurring issues and provide feedback to product development and engineering teams for future enhancements.
• Document all customer interactions, technical issues, and resolutions thoroughly and accurately.
• Collaborate with other departments to ensure a cohesive customer experience.
• Stay updated with the latest product releases, technical advancements, and industry best practices in customer support and IT.

• Proven experience (minimum 4 years) in a technical support or helpdesk role, with at least 1-2 years in a lead or senior capacity.
• In-depth knowledge of operating systems (Windows, macOS), network protocols, and common software applications.
• Strong troubleshooting and problem-solving skills, with a methodical approach to issue resolution.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to manage multiple priorities and work effectively under pressure in a fast-paced environment.
• Demonstrated ability to lead and motivate a team.
• A passion for customer service and a commitment to delivering outstanding support.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• This is a remote-first position, requiring strong self-discipline and time management skills.

• Provide expert-level technical support to customers via phone, email, and chat, addressing complex hardware and software issues.
• Diagnose, troubleshoot, and resolve technical problems efficiently and effectively.
• Manage and prioritize incoming support tickets, ensuring timely resolution according to service level agreements (SLAs).
• Escalate unresolved issues to relevant internal teams (e.g., engineering, development) and follow through to resolution.
• Document technical solutions and create comprehensive articles for the customer knowledge base.
• Train and mentor junior support staff, sharing expertise and best practices.
• Identify trends in customer issues and provide feedback to product development teams for improvement.
• Contribute to the continuous improvement of support processes and tools.
• Maintain a high level of customer satisfaction through professional and empathetic communication.
• Participate in on-call rotation as needed.

• A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A minimum of 5 years of experience in a technical support or helpdesk role, preferably in a SaaS or enterprise software environment.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Proven experience troubleshooting complex technical issues, including hardware, software, and network problems.
• Excellent diagnostic and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and as part of a team in a hybrid work model.
• Relevant IT certifications (e.g., CompTIA A+, Network+, MCSA) are a plus.

• Provide advanced technical support to customers via phone, email, and chat, addressing complex hardware, software, and network issues.
• Diagnose and resolve technical problems efficiently, maintaining detailed records of customer interactions and resolutions in the CRM system.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) and follow up to ensure timely resolution.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal use and customer self-service.
• Train and mentor junior support staff, sharing knowledge and best practices.
• Identify recurring technical issues and collaborate with product and engineering teams to implement long-term solutions and product improvements.
• Monitor support queues and performance metrics to ensure service level agreements (SLAs) are consistently met.
• Participate in on-call rotation as needed to provide 24/7 support coverage.
• Contribute to the continuous improvement of support processes and tools.
• Proactively identify opportunities to enhance the customer support experience.

• Proven experience (4+ years) in a technical support or helpdesk role, with a focus on advanced troubleshooting.
• Strong knowledge of operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications.
• Experience with remote support tools and technologies.
• Excellent diagnostic and problem-solving skills.
• Exceptional interpersonal and communication skills, with the ability to explain technical concepts clearly and concisely.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) is essential.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are highly desirable.
• A customer-centric approach with a passion for helping others.
• This role is 100% remote, offering flexibility and the opportunity to work from anywhere within the UK. Successful candidates must be self-motivated, possess excellent communication skills, and thrive in a virtual team environment.

• Providing advanced technical support to clients via phone, email, and chat.
• Diagnosing and resolving complex hardware, software, and network issues.
• Troubleshooting and debugging software applications and integrations.
• Guiding customers through step-by-step solutions for technical problems.
• Documenting technical issues, solutions, and user feedback in a knowledge base.
• Escalating unresolved issues to higher-level technical teams or development.
• Identifying recurring issues and contributing to product improvement suggestions.
• Training and mentoring junior support staff.
• Developing and updating technical documentation and support materials.
• Managing and prioritising support tickets effectively to meet service level agreements (SLAs).
• Maintaining a high level of customer satisfaction through professional and efficient service.

• Investigating, diagnosing, and resolving complex technical issues escalated from Tier 1 support.
• Providing detailed technical guidance and support on software features and functionality.
• Reproducing customer issues in a test environment and documenting findings.
• Collaborating with engineering teams to troubleshoot, debug, and implement software fixes.
• Contributing to the knowledge base with solutions for recurring issues and technical documentation.
• Managing customer expectations and providing timely updates on issue resolution progress.
• Performing root cause analysis for technical problems and recommending preventive measures.
• Identifying opportunities for product improvements based on customer feedback and support trends.
• Ensuring adherence to support SLAs and maintaining high customer satisfaction scores.
• Participating in remote team meetings and contributing to a collaborative support environment.