McKesson touche la vie des patients en oeuvrant dans pratiquement tous les secteurs des soins de sante dans le but d'ameliorer la sante en general. Chez McKesson Canada, nous creons un impact dans la vie de 12 millions de Canadiens, chaque jour. Nous distribuons plus de 35 000 produits a partir de 17 centres de distribution a 6 300 pharmacies de detail, 1 350 hopitaux, centres de sante longue duree, cliniques et etablissements de sante partout au Canada. Toutefois, nous sommes beaucoup plus qu'une entreprise de distribution. Nous avons automatise 2 500 pharmacies de detail et distribuons annuellement plus de 100 millions de doses de medicaments grace a nos solutions d'automatisation. Les fabricants, les fournisseurs de soins de sante et les patients comptent sur nous pour une gamme complete de services qui contribuent a la qualite et l'integrite des soins de sante pour le benefice de tous.
Chez McKesson, vous participerez a la creation de produits et de solutions qui contribuent a la realisation de la mission de l'entreprise, soit ameliorer la qualite de vie et faire progresser les soins de sante. Travailler ici represente une occasion d'edifier une industrie qui est vitale pour nous tous.
Resume du poste
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.
Section A:
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.
Section B:
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, Oracle serait un atout
- Comprendre HL7 serait un atout
- Une experience en robotique ou en equipement biomedical serait un atout.
Section C:
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 7h30 et 19h00.
- 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.
Section D:
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
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McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.
At McKesson Canada, you'll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that's vital to us all.
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.
Section A:
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.
Section B:
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.
Section C:
Working Conditions
- Work hours are established according to the needs of clients and Automation.
- Position requires rotating shifts between 7:30am and 7:00pm.
- May require occasional off hour work and overtime.
- Office Gym is available
- Office showers are available
- Excellent company benefits including health and dental
Section D:
Minimum Education Requirements
- Collegial degree with studies in computer science, electronics, robotics or equivalent related training preferred.
- Minimum of one year related experience, preferable in a customer service environment.
- Minimum of one year experience working with a relational database and/or robotics or electronics experience preferred.
- Computer literate in Microsoft Office Software
The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.
The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.
McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.
The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.
Current employees must apply through internal career site.
