Service Desk Analyst

Cornerstone Health; City of Brisbane; On-site; AUD 50,000 - 75,000; Full time

Job summary

Cornerstone Health in Brisbane is seeking a proactive Service Desk Analyst to support our healthcare IT environment. You will provide first- and second-line IT support for internal users across multiple medical centres, with a focus on timely incident resolution, clear communication, and strong ticket-management practices.

You will work with modern Microsoft technologies, participate in a rotating after-hours roster, and occasionally visit clinics to provide on-site support or assist with small

Qualifications

• Previous experience in a corporate service desk or IT support role.
• Hands-on experience with ITSM tools such as Jira Service Management.
• Strong communication and a service-focused mindset.
• Experience supporting end-user hardware and Microsoft technologies.

Responsibilities

• Provide first- and second-level service desk support to internal users.
• Collaborate with internal teams and external vendors to resolve incidents and requests.
• Log and manage incidents and service requests via phone and email; keep tickets updated.
• Build relationships with users through clear communication.
• Assess urgency and impact to meet SLAs.
• Participate in rotating after-hours support and occasional on-site visits.

Skills

Service desk support

Communication

Troubleshooting

ITIL awareness

Networking fundamentals

End-user hardware

Microsoft 365/Azure

Education

Tertiary diploma or related certification

Tools

Jira Service Management

ITSM tooling

Endpoint management tools

Job description

Service Desk Analyst | Healthcare IT | Brisbane

• Join a growing healthcare IT team in a service-focused role.

Based in Brisbane (easy access to public transport)

About Cornerstone Health

Cornerstone Health operates 16 comprehensive medical centres, delivering services across general practice, dental, radiology and allied health. With more than 20 years’ experience in primary healthcare, we support leading clinicians to deliver quality care through modern systems, structure and culture.

We make healthcare more accessible by bringing general practice, dental and radiology services together under one roof—designed to improve patient outcomes.

The Role:

We’re looking for a proactive, service-focused Service Desk Analyst to join our internal IT team and provide high-quality support to users across our medical centres. The role offers flexible working hours to support operating hours across seven days a week. As part of a small team, you’ll participate in a rotating after-hours roster and periodically visit our medical centres to provide on-site support or assist with small projects.

You’ll join a supportive internal IT team where you can broaden your technical skills, work with modern Microsoft technologies and contribute to reliable healthcare services across our growing network of medical centres.

Key Responsibilities:

• Provide first- and second-level service desk support to internal users across our medical centres.
• Collaborate with internal teams and external vendors to resolve incidents and service requests.
• Log and manage incidents and service requests received by phone and email, ensuring ticket records remain accurate and up to date.
• Build and maintain strong relationships with internal users through clear communication.
• Assess urgency and impact, prioritising work to meet applicable service-level agreements (SLAs).
• Participate in a rotating weekly after-hours support roster, responding to urgent issues such as system access problems, hardware faults and software incidents. Acknowledge critical requests within the applicable SLA and escalates unresolved issues promptly in accordance with the escalation matrix.

About You (Skills & Experience):

• Previous experience in a corporate service desk or IT support role, providing first- and second-level support.
• Hands-on experience using an ITSM tool, such as Jira Service Management, with strong ticket-management practices.
• Excellent communication skills and a strong service mindset.
• Strong troubleshooting skills, with sound networking fundamentals.
• Experience supporting end-user hardware, including desktops, printers and peripherals.
• Practical experience supporting Microsoft technologies, including Windows 11, Windows Server 2022/2025, Active Directory, Microsoft 365, Microsoft Entra ID and Azure.
• Experience administering Microsoft 365 services, including Exchange, Teams, OneDrive and SharePoint, as well as supporting endpoint management solutions such as Microsoft Intune.
• Reliable, efficient and able to learn new processes and technologies quickly.
• Ability to work autonomously and contribute effectively in a small team environment.
• Exposure to ITIL practices and working to service-level agreements (SLAs) is desirable.
• Experience supporting clinical and practice management applications, such as Best Practice, is desirable.
• Relevant tertiary or diploma qualifications and/or industry certifications are desirable.
• Sound knowledge of security principles and cybersecurity best practices, including secure access, account management, phishing awareness and appropriate escalation of suspected security incidents.

As part of the recruitment process, Cornerstone Health may request background checks (including police checks), reference checks and verification of your right to work in Australia.

Cornerstone Health is committed to a culture where everyone feels welcome, respected and valued.