Service Desk & Cyber Security Analyst

About the role

Join the IT team of a leading Australian family‑owned property and investment group as a Service Desk & Cyber Security Analyst. You will deliver proactive, customer‑focused IT support across all business units while safeguarding digital assets and contributing to continuous security improvements.

Key responsibilities

• Monitor and triage security alerts from SIEM, EDR, email security and other monitoring platforms.
• Conduct preliminary investigations of security events, assess severity and impact.
• Escalate confirmed or suspected incidents to senior cybersecurity personnel and incident response teams.
• Review phishing reports and guide users on security awareness best practices.
• Provide first‑level technical support via phone, email, ticketing system and remote tools.
• Log, categorise, prioritise and manage incidents and service requests following ITSM processes.
• Troubleshoot hardware, software, network and user access issues.
• Perform user account administration, including password resets and access provisioning.
• Monitor service desk queues to ensure SLA compliance.

Required profile

• Degree in Information Technology, Cyber Security or a related field.
• Experience in an IT Helpdesk, Service Desk or Technical Support role.
• Understanding of cybersecurity principles, threats and incident management.

Required skills

• Experience with SIEM, EDR, MFA, email security and vulnerability management tools.
• Proficiency in Microsoft Windows, Microsoft 365, Active Directory and endpoint management tools.
• Familiarity with ITSM ticketing systems such as ServiceNow, Halo or Freshservices.

What we offer

• Long‑term stability with a successful multi‑generational Australian‑owned business.
• Hybrid working model (2 days remote per week).
• Competitive salary, incentives and flexible working arrangements.
• Career progression, professional development and subsidised memberships.
• Salary‑sacrificing options including superannuation and vehicle benefits.