Job Description

Success Profile

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What makes a successful Analyste de soutien/ Technical Support Analyst? Here are the top traits.


Conceptual
Proactive
Problem-Solver
Strategic
Technologically Savvy
Visual Thinker

Culture

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Accomplish
Make a meaningful impact by using your problem-solving skills to push the boundaries of innovation in healthcare, while maintaining a healthy work-life balance.


Innovate
Foster a digital mindset to drive IT transformation across McKesson through our evolving data and technology tools.


Grow
Join a supportive environment where you can advance your career and develop both personally and professionally.

Benefits

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Coverage you can rely on

+ Medical, Dental, and Vision
+ Health Spending Accounts
+ Flexible Spending Accounts


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Benefits that go beyond your base pay

+ 401(k) (U.S.)
+ Pension (Canada)
+ Employee Stock Purchase Plan


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Support for total well-being

+ Mental Health Programs
+ Flexible Schedules
+ Paid Time Off
+ Wellness Program
+ Education Reimbursement
+ Volunteer Opportunities
+ Flexible Work Environment


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A global leader of inclusion

McKesson's commitment to diversity and inclusion starts at the top. We have also been named a Best Employer for Diversity by Forbes.

Responsibility

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McKesson, l'une des 10 premieres entreprises du classement Fortune Global 500, touche a pratiquement tous les aspects des soins de sante et s'emploie a faire une reelle difference. Nous sommes reconnus pour notre capacite a offrir un savoir, des produits et des services qui rendent les soins de qualite plus accessibles et plus abordables. Chez nous, la sante, le bonheur et le bien-etre de nos gens et des personnes que nous desservons sont prioritaires--et nous tiennent a coeur.


Ce que tu fais chez McKesson a de l'importance. Nous favorisons une culture ou tu peux t'epanouir et avoir un impact, et ou tu es encourage a proposer de nouvelles idees. Ensemble, nous faconnons l'avenir de la sante pour nos patients, nos communautes et nos equipes. Si tu souhaites des aujourd'hui contribuer a la sante de demain, nous aimerions avoir de tes nouvelles.


McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.


What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.

Resume de l'emploi

L'analyste de soutien est responsable du depannage et de la resolution des problemes relies aux echecs mecaniques, aux echecs et / ou pannes de materiels informatiques, aux pannes de logiciels, aux problemes de reseaux, d'utilisateurs, ainsi qu'aux supports d'implantations de nouveaux clients. L'analyste de soutien doit exercer un jugement independant afin de determiner la source du probleme et, par le fait meme, trouver la facon la plus appropriee pour le resourdre. Comme les produits McKesson se trouvent dans les environnements strategiques determinants des hopitaux et des pharmacies de detail, les decisions doivent etre prises de facon a assurer un temps de fonctionnement maximal de l'equipement. Bien que les ressources sont disponible, nous nous attendons que l'Analyste puisse repondre a plus de 70% des appels de service.

Responsabilites specifiques

Competences analytiques et de resolution de problemes Capacite a travailler de maniere autonome Fournir un support materiel / logiciel dans un environnement Windows avec une connaissance avancee de la prise en charge de la suite Microsoft Windows. Surveillez la file d'attente des appels entrants et repondez aux appels pour maintenir les niveaux de service etablis. Enregistrer et / ou maintenir des informations precises dans le systeme de billetterie pour tous les dispositifs d'automatisation. Documenter correctement toutes les interactions avec les clients et les actions de depannage dans le systeme de suivi des appels du service. Gerez les appels ouverts pour garantir un temps de resolution approprie. Capable d'acquerir des connaissances techniques pour tous les nouveaux produits et solutions qui doivent etre pris en charge. Assister et soutenir a distance les techniciens sur le terrain. Maitrise des applications Windows (Excel, Word, PowerPoint....) Maitrise de la communication ecrite / orale Excellentes capacites d'organisation; capacite a prioriser et multi-taches Autres taches assignees.

Competences et habiletes requises

Bilinguisme conversationnel francais et anglais - oral et ecrit Esprit d'equipe toujours pret a aider ses pairs et son superviseur a atteindre les objectifs personnels et d'equipe. Capable de travailler dans des conditions stressantes Flexible, creatif, motive, avec de bonnes competences interpersonnelles Connaissance des logiciels d'acces a distance (TeamViewer, Remote Desktop,...) Capacite de communiquer facilement avec des personnes de divers secteurs Experience dans des bases de donnees comme SQL Serveur Comprendre HL7 serait un atout Une experience en robotique ou en equipement biomedical serait un atout.

Conditions de travail

Les heures de travail sont etablies en fonction des besoins des clients d'automatisation. Le poste necessite des quarts de travail rotatifs entre 8h00 et 18h00. Peut necessiter des heures de travail supplementaires. Centre de conditionnement physique aussi disponible au bureau Des douches de bureau sont disponibles Excellents avantages sociaux d'entreprise.

Scolarite minimale requise

Diplome collegial avec des etudes en informatique, electronique, robotique ou l'equivalent. Minimun d'un an d'experience est requis, preferablement dans un environnement du service client. Minimun d'un an d'experience de travail avec les bases de donnees et/ou experience en robotique et electronique. Experience avec Microsoft Office.

Le/la titulaire de ce poste aura a soutenir de facon quotidienne des clients internes et/ou externes a l'exterieur du Quebec et/ou aux Etats-Unis. Par consequent, ce poste requiert une maitrise de l'anglais a l'ecrit et a l'oral. Veuillez noter que le nombre de postes dont les taches requierent une connaissance de la langue anglaise a ete restreint dans la mesure du possible.

Job Summary

The Support Analyst is responsible for troubleshooting and resolving issues related to mechanical failures, computer hardware failures, software failures, network problems and user issues, and supports new client implementations. The Support Analyst must exercise independent judgment to determine the source of the problem and the most appropriate way to resolve. McKesson Automation products are in mission critical areas of the hospital and retail pharmacy environment, therefore, decisions must be made to assure maximum "uptime" for the equipment. Although escalation resource is available, we expect the Analyst to close over 70% of incoming tickets.

Specific Responsibilities

Strong analytical and problem-solving skills Ability to work independently Providing hardware/software support in a Windows environment with advanced knowledge of supporting Microsoft Windows suite. Monitor the incoming call queue and answer calls to maintain established service levels. Record and/or maintain accurate information within ticketing system for all Automation devices. Properly document all customer interactions and troubleshooting actions into the department's call tracking system. Manage open calls to ensure appropriate resolution time. Able to acquire technical knowledge for all new products and solutions that need to be supported. Remotely assist and support field service technicians. Proficiency in Windows applications (Excel, Word, PowerPoint....) Proficient in written/oral communication skills Excellent organization skills; ability to prioritize and multi-task Other duties as assigned.

Skills and abilities required

Bilingual conversational French & English - oral & written Team player always ready to aid peers and supervisor in reaching personal and team goals. Able to work in some stressful condition Flexible, creative, self-motivated, with good interpersonal skills Knowledge of remote access software (TeamViewer, Remote Desktop, ...) Ability to communicate easily with individuals from various sectors Experience in databases like SQL, Oracle would be an Asset Experience in robotics or biomedical equipment would be an asset.

Working Conditions

Working hours are determined based on the needs of automation clients. The position requires rotating shifts between 7:30 a.m. and 7:00 p.m. May require additional working hours. On-site fitness center available. Office showers are available. Excellent corporate benefits.

Minimum Education Required

College diploma with studies in computer science, electronics, robotics, or equivalent. A minimum of one year of experience is required, preferably in a customer service environment. A minimum of one year of work experience with databases and/or experience in robotics and electronics. Experience with Microsoft Office. #LI-JT2

The incumbent of this position will provide daily support to internal and/or external clients outside Quebec and/or in the United States. Therefore, he/she must be proficient in spoken and written English. Please note that the number of positions requiring English language skills has been limited where possible.


We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson,

Notre echelle salariale de base pour ce poste

Our Base Pay Range for this position

$51,200 - $85,400
McKesson est un employeur qui adhere aux principes d'egalite d'acces a l'emploi.


McKesson offre des possibilites d'emploi egales aux candidates et aux employes, et s'engage a creer un environnement diversifie et inclusif, sans distinction de race, de couleur, de religion, de sexe, d'orientation sexuelle, d'identite de genre, d'origine nationale, de statut de veteran protege, de handicap, d'age ou d'informations genetiques. Pour en savoir davantage sur les politiques de McKesson a cet egard, veuillez consulter notre page sur l'egalite des chances en matiere d'emploi.


McKesson is an Equal Opportunity Employer


McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.


Join us at McKesson!