Service Desk Analyst

Cornerstone Health; North Sydney Council; On-site; AUD 70,000 - 90,000; Full time

Job summary

Cornerstone Health is seeking a proactive Service Desk Analyst to join our internal IT team and support users across our medical centres. The role requires flexibility to cover seven days a week, with a rotating after-hours roster and occasional on-site work.

You'll work with modern Microsoft technologies and collaborate with internal teams and external vendors to minimise disruption to clinical operations. The position supports reliable healthcare services across our growing network.

Qualifications

• Experience in a corporate service desk or IT support role providing first- and second-level support.
• Experience using Jira Service Management or similar ITSM tool.
• Excellent communication skills and strong service mindset.
• Troubleshooting end-user devices, applications and connectivity with basic networking.

Responsibilities

• Provide first- and second-level service desk support to internal users across our medical centres.
• Collaborate with internal teams and vendors to investigate issues and coordinate resolution.
• Log, categorise and manage incidents and service requests with accurate records.
• Communicate with users, set expectations and provide timely updates during resolution.
• Assess urgency and impact, prioritise work to meet SLAs.
• Participate in rotating after-hours roster and provide on-site support as needed.

Skills

Service desk

Ticket management

Communication

Networking fundamentals

End-user device support

Microsoft technologies

Azure / Entra ID

Intune

Security basics

Autonomous work

Education

Diploma or degree in IT

ITIL certification (desirable)

Tools

Jira Service Management

Microsoft Intune

Azure

Microsoft 365

AD/Entra ID

Job description

Cornerstone Health operates 16 comprehensive medical centres that bring general practice, dental, radiology and allied health services together. Drawing on more than 20 years of primary healthcare experience, we provide clinicians with the modern systems, structure and culture they need to deliver quality care.

By bringing these services together under one roof, we make healthcare more accessible and support better patient outcomes.

About Cornerstone Health

Cornerstone Health operates 16 comprehensive medical centres that bring general practice, dental, radiology and allied health services together. Drawing on more than 20 years of primary healthcare experience, we provide clinicians with the modern systems, structure and culture they need to deliver quality care.

By bringing these services together under one roof, we make healthcare more accessible and support better 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 requires flexibility to support operations across seven days a week. As part of a small team, you'll participate in a rotating after-hours roster, periodically provide on-site support at our medical centres and assist with small IT projects.

You'll join a supportive internal IT team, broaden your technical skills and gain hands-on experience with modern Microsoft technologies. Your work will directly support 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 investigate issues, coordinate resolution activities and minimise disruption to medical-centre operations.
• Log, categorise and manage incidents and service requests received by phone and email, maintaining accurate records and taking ownership through to resolution or appropriate escalation.
• Communicate clearly with internal users, set expectations and provide timely updates throughout the resolution process.
• 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 promptly elevate unresolved issues in line with the escalation matrix.

About You

• 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 across end-user devices, applications and connectivity, supported by 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 Entra ID, Azure and Microsoft 365 services such as Exchange, Teams, OneDrive and SharePoint. Experience supporting endpoint management solutions such as Microsoft Intune is also required.
• Demonstrated reliability and efficiency, with the ability 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 cybersecurity principles and practices, including secure access, account management, phishing awareness and the appropriate escalation of suspected security incidents.

If you're a service-focused IT support professional who enjoys solving problems and wants to contribute to a collaborative healthcare environment, we'd like to hear from you.

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.