User Support Analyst

About Us

At WA Primary Health Alliance (WAPHA), we are dedicated to transforming and sustaining primary health care across Western Australia. As one of the 31 Primary Health Networks (PHNs) in Australia, we proudly manage three PHNs, guided by our Strategic Plan. Since our establishment in 2015, we've been committed to strengthening primary care through innovative partnerships and a 'one health system' approach, ensuring better access to services and improved health outcomes.

Our work focuses on:

• Supporting general practices to deliver top-quality patient care.
• Funding local primary health services tailored to community needs.
• Connecting local services to simplify the health care system.
• Leading system-wide reform for long-term impact.

As an organisation that thrives in a dynamic environment, we embrace change and seek team members who are adaptable and flexible in their approach.

We are proud to be an inclusive organisation, welcoming applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTIQA+ individuals, people from diverse cultures, and people living with disabilities.

Find out more about our values, workplace, and culture here.

About The role

The User Support Analyst role at WA Primary Health Alliance (WAPHA) is a dynamic and essential position focused on providing timely and effective technical assistance to end users of the Primary Sense systems. This role involves daily monitoring of system performance, troubleshooting technical issues, and developing innovative solutions to enhance user experience. The successful candidate will work closely with general practices, offering support with installation and ongoing use of the application, while maintaining an up-to-date knowledge base. Additionally, the User Support Analyst will engage with stakeholders, ensuring excellent customer service and proactive issue resolution. This position offers the opportunity to make a significant impact on the healthcare system by improving the functionality and reliability of critical digital health tools

Location: WAPHA Head Office, Level 2, 1 Hood Street, Subiaco (Hybrid)

Salary: Band 4 ($87k Plus 11.5% Superannuation)
Employment Type: Full-time Ongoing

Key tasks and responsibilities include but not limited to:

• Responsible for daily monitoring of the Primary Sense application, including core performance, scheduled processing jobs, and ancillary infrastructures such as The Johns Hopkins ACG tool and PHN portals
• Monitor the performance and check for errors in the core Primary Sense application, as well as the extraction data and use by general practices
• Check Azure insights where issues are found and develop dashboards and alerts for improved monitoring
• Track and report timeframes for P1 and P2 incidents, ensuring proactive monitoring and timely resolution
• Identify and assess the potential impact of emerging themes, anticipate impacts from product releases, and develop monitoring plans and workarounds as needed
• Ensure licenses and certificates are renewed in a timely manner and stay updated with changes in the GP clinical software (CIS) market
• Document key triggers and escalation points for intense monitoring, maintain and update troubleshooting documentation, and suggest improvements to procedures
• Liaise with the PHI Primary Sense level 1 helpdesk, support practices and their IT with level 2 helpdesk, and serve as the first point of contact for technical assistance.
• Determine the best solutions based on customer issues, differentiate between incidents, service requests, and enhancements, and ensure helpdesk systems are up to date.
• Establish and maintain strong internal and external relationships, support stakeholders in relation to Primary Sense program activities, and work closely with colleagues to exchange information and coordinate tasks.

About you

To be considered for this role, candidates must meet the following selection criteria:

Essential Experience and Education:

• Proven experience with Azure Cloud.
• Advanced digital literacy, including proficiency with Microsoft Office automation products, databases, and remote access to external devices for technical end-user support.
• Strong understanding of computer systems and other technical products.
• Ability to diagnose and resolve basic technical issues efficiently.
• Excellent verbal and written communication skills.
• A customer-oriented approach to support and service.

Preferred Knowledge and Skills:

• Demonstrated experience as a help desk technician or in a similar customer support role.
• Understanding of general practice IT infrastructure.
• A BSc/BA in IT, Computer Science, or a related field.

What we offer

• Enjoy a hybrid work model, combining the flexibility of working from home with access to our state-of-the-art Subiaco office.
• We're dedicated to your growth, with a strong commitment to employee development and professional learning opportunities.
• Take advantage of generous salary packaging, with up to $15,900 for general living expenses and $2,650 for entertainment, tax-free each year.
• Access to an Employee Assistance Program for professional and confidential support when you need it.
• Additional paid parental leave to help balance work and family life.
• Enjoy a paid day off during our Christmas shutdown period.
• Benefit from our $200 annual health and wellbeing reimbursement.
• Unlock thousands of learning opportunities with full access to LinkedIn Learning.
• Study leave options available to support your academic pursuits.
• Option to purchase additional leave for greater work-life balance.
• Access long service leave after 7 years if eligible, with a full 13 weeks available after 10 years of continuous service.

To Apply

Please submit your application by clicking the 'Apply' button.

Your application should include your CV. We want to understand more about you, to help showcase your abilities, our recruitment process begins with a Vervoe skills assessment, giving you a glimpse into the typical tasks involved in the role. Keep an eye on your inbox, including the junk folder, so you don't miss out on the chance participate in our recruitment process.

Applications close 3pm Thursday 5th June 2025.

If you have any queries, please email **** Please note that applications must be submitted via the link provided – applications received by email will not be accepted.

Eligibility Requirements: Candidates must hold unrestricted Australian working rights. Successful applicants will be required to provide relevant qualifications, a valid visa (if applicable), a passport, and a National Police Check upon request.