Organisational Context

Melbourne East GP Network (trading as Outcome Health) provides a range of services to the General Practice and the broader community. Since 1993, it has had a vision for enhanced community and primary care innovation, being a dynamic network delivering leadership in primary health care. Throughout its evolution from Medicare Local to founder of Eastern Melbourne PHN, it continues to deliver the services and supports to GPs and expand its support role across a much wider spectrum of professional service providers and providing primary care to patients. Melbourne East GP Network provides the following services:

• Mental Health programs and services
• Nurse coordinated care clinics in general practice
• Digital Health Consulting
• The POLAR System

The Melbourne East GP Network's mission is to optimise the health of Australians and achieve measurable health outcomes. To assist in delivering this plan, MEGPN seeks an energetic and innovative person committed to improving community health outcomes and interested in supporting local GPs and other primary healthcare service providers.

About POLAR

POLAR is a combination of data extraction and reporting tools that enable analysis in a practical, user-friendly manner. POLAR offers a range of benefits for health organisations by allowing them to understand the health needs of their community through using data and analytics in an environment that is both secure and governed. The guiding principles behind POLAR include usability, collaboration and relationships fostered through innovation.

Position Summary

The Infrastructure and Support Officer position will coordinate and deliver first and second-level support to internal and external Outcome Health stakeholders. The role will allow the successful candidate to be part of a small team of I.T support staff. This position is crucial to Outcome Health maintaining its reputation of delivering innovation to the primary health sector. As the Infrastructure and Support Officer, you will be the main point of contact for our external stakeholders and therefore be required to uphold the Outcome Health values of respect, integrity and appreciation when working with all stakeholders.

In addition to the main duties, this role will provide additional on-the-job training on backend and infrastructure systems.

Main Duties

• Coordinate and provide first and second-level technical support for the suite of POLAR tools and resources.
• Provide Service Desk assistance to internal staff.
• Production of documentation, specifications, or training materials to support Outcome Health stakeholders.
• Assist with testing applications and POLAR product releases.
• Identification and analysis of issues reported by users
• Complete scheduled and ad hoc maintenance tasks on time
• Monitor infrastructure systems and escalate issues to relevant teams
• Provide support in the technical implementations of the application and infrastructure systems
• Maintain asset and software registers
• Maintain full PC and Laptop fleet, including hardware, software, and SOE (Standard Operating Environment)

Key Selection Criteria

Qualifications/Technical Expertise:

• Experience in previous Service Desk roles.
• User and software support experience.
• Health/Medical industry experience would be beneficial.
• Understanding of PC hardware
• General understanding of Windows operating systems

Personal Qualities:

• Highly developed communication and interpersonal skills with an ability to work proactively with managers, peers and stakeholders.
• Self-motivated, able to work independently and as part of a team.
• Problem-solving skills with the ability to analyse issues and provide advice upon which decisions can be based.
• Flexibility and capacity to prioritise.
• Excellent time management skills.
• Commitment to upholding the organisational ethos of working together with respect, integrity, and appreciation.
• Troubleshooting skills and ability to think outside the box.
• Attention to detail.
• Excellent telephone skills and ability to provide support via remote session (Team Viewer)
• Ability to work in an office environment as well as from home.
• Passionate about technology and how it can be used to improve business processes
• A good sense of humour
• Love of dogs (we have a bring your pet to work policy)

Desirable Knowledge and Skills:

• Knowledge of General Practice software and data use in healthcare.
• Knowledge/experience in using service desk management software, preferably Jira/Confluence
• Knowledge or abilities in SQL Server or Business Intelligence Products such as Qlik.
• Demonstrated ability to prepare and present material to a variety of audiences.
• Experience with testing and troubleshooting I.T solutions.

Other Duties, Responsibilities and Tasks

Administration:

• Participate in both internal and external meetings as required.
• Ensure maintenance of professional standards of activities.
• Other duties as required.

Key Relationships:

Reports to:

• Service Desk Manager
• Liaises closely with:

• • POLAR development team
  • Business development and education manager
  • External members, Primary Health Networks (PHNs), General Practices, and other relevant Primary Health partners/stakeholders.

Remuneration and Benefits

• This is a full-time position; however, it could be made part-time for the right applicant.
• Generous not-for-profit salary packaging is available
• Industry certifications and on-the-job training

Accountability

• Position reports to the Service Desk Manager