Analyste de Support 1 / Level 1 Support Analyst

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.

Résumé du poste

L' Analyste de Support est responsable du dépannage et de la résolution des problèmes liés aux pannes mécaniques, aux défaillances matérielles et logicielles, aux problèmes de réseau et aux préoccupations des utilisateurs. Ce rôle soutient également les nouvelles implémentations clients. Travaillant dans des environnements critiques, l'Analyste de Support doit faire preuve de jugement indépendant pour assurer un temps de fonctionnement maximal des produits d'automatisation de McKesson. Les analystes sont censés résoudre plus de 70 % des tickets entrants sans escalade.

Ce que vous ferez

• Diagnostiquer et résoudre les problèmes matériels/logiciels dans un environnement Windows.

• Surveiller et répondre aux appels de support entrants pour maintenir les niveaux de service.

• Documenter avec précision les interactions avec les clients et les étapes de dépannage dans le système de tickets.

• Gérer les tickets ouverts pour assurer une résolution rapide.

• Acquérir des connaissances techniques sur les nouveaux produits et solutions.

• Fournir un support à distance aux techniciens de service sur le terrain.

• Utiliser les applications Windows (Excel, Word, PowerPoint) avec compétence.

• Communiquer efficacement à l'écrit et à l'oral.

• Prioriser les tâches et gérer plusieurs responsabilités efficacement.

• Effectuer d'autres tâches selon les besoins.

Ce que vous apportez

• Solides compétences analytiques et en résolution de problèmes.

• Capacité à travailler de manière autonome et en collaboration.

• Connaissance avancée de la suite Microsoft Windows.

• Excellentes compétences organisationnelles et capacité à gérer plusieurs tâches.

• Maîtrise des outils d'accès à distance (par exemple, TeamViewer, Bureau à distance).

• Communication efficace avec des personnes de divers secteurs.

Exigences minimales

• Typiquement, un minimum de 0 à 2 ans d'expérience pertinente. Peut posséder un diplôme ou une équivalence

Compétences et expériences préférées

• Bilingue en français et en anglais (oral et écrit).

• Esprit d'équipe avec une attitude proactive.

• Capacité à travailler sous pression.

• Flexible, créatif et autonome.

• Expérience avec des bases de données telles que SQL ou Oracle.

• Expérience en robotique ou en équipement biomédical est un atout.

Le.la titulaire de ce poste aura à soutenir de façon quotidienne des clients internes et/ou externes à l’extérieur du Québec et/ou aux États-Unis. Par conséquent, ce poste requiert une maîtrise de l’anglais à l’écrit et à l’oral. Veuillez noter que le nombre de postes dont les tâches requièrent une connaissance de la langue anglaise a été restreint dans la mesure du possible.

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Job Summary

The Support Analyst is responsible for troubleshooting and resolving issues related to mechanical failures, computer hardware and software, network problems, and user concerns. This role also supports new client implementations. Operating in mission-critical environments, the Support Analyst must exercise independent judgment to ensure maximum uptime of McKesson Automation products. Analysts are expected to resolve over 70% of incoming tickets without escalation.

What You’ll Do

• Troubleshoot and resolve hardware/software issues in a Windows environment.

• Monitor and respond to incoming support calls to maintain service levels.

• Accurately document customer interactions and troubleshooting steps in the ticketing system.

• Manage open tickets to ensure timely resolution.

• Acquire technical knowledge of new products and solutions.

• Provide remote support to field service technicians.

• Use Windows applications (Excel, Word, PowerPoint) proficiently.

• Communicate effectively in both written and oral formats.

• Prioritize tasks and manage multiple responsibilities efficiently.

• Perform other duties as assigned.

What You Bring

• Strong analytical and problem-solving skills.

• Ability to work independently and collaboratively.

• Advanced knowledge of Microsoft Windows suite.

• Excellent organizational and multitasking abilities.

• Proficiency in remote access tools (e.g., TeamViewer, Remote Desktop).

• Effective communication with individuals across various sectors.

Minimum Requirements

• Typically, minimum 0-2 years of relevant experience. May have degree or equivalent.

Preferable Skills & Experience

• Bilingual in French and English (oral and written).

• Team-oriented with a proactive attitude.

• Ability to perform under pressure.

• Flexible, creative, and self-motivated.

• Experience with databases such as SQL or Oracle.

• Background in robotics or biomedical equipment is a plus.

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, please click here.

Our Base Pay Range for this position

$54,100 - $90,100

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.

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