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 *********, 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 cooperative 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.
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📌 Service Desk Analyst (Sydney)
🏢 Cornerstone Health
📍 Sydney