Service Operations Technician

Be the first point of contact providing IT support that enables our people to make a difference.

Making a difference isn't just our purpose, it's what motivates our people every day. For us, work is not about ticking a box. It's about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

Our family of brands includes Maxxia, Australia's leading provider of salary packaging and novated leasing solutions; RemServ, a trusted partner in employee benefits and workforce solutions; and PSS, delivering innovative payroll and HRIS services. Together, we help thousands of Australians and their employers navigate the complexities of benefits, rewards, and financial wellbeing.

Here's how you will make a difference in this role…

As an IT Service Desk Analyst at MMS, you will be the vital first point of contact for our people, ensuring they have the technology support they need to serve our customers with excellence. You'll solve problems, build relationships, and contribute to a service culture that keeps our business running smoothly. Your technical expertise and customer-focused approach will directly enable our teams to make a difference every day.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

• Acting as the first point of contact for IT support across face-to-face, phone, email, chat and ServiceNow ticketing system
• Logging, categorizing and prioritizing incidents and service requests while performing troubleshooting remotely or in the office
• Supporting user onboarding, role changes and offboarding, ensuring seamless transitions
• Maintaining asset inventory and supporting hardware lifecycle management in a timely manner
• Escalating unresolved or complex issues to L2 support teams with clear, detailed documentation
• Educating users on IT best practices, security awareness and proper system usage
• Supporting office-based IT infrastructure including monitors, laptops, meeting rooms and printers
• Contributing to continuous improvement by identifying recurring issues and creating knowledge base articles
• Coordinating with vendors and third-party support teams as required
• Participating in audits, policy adherence and compliance activities

To be considered for this role you will possess the following:

• 1–2 years of experience in an IT Service Desk, Helpdesk or End-User Support role in a corporate environment
• Strong knowledge of Windows operating systems, Microsoft 365, Exchange, Entra and Intune
• Understanding of IT Service Management (ITSM) principles, incident management and SLA adherence
• ITIL knowledge (ITIL Foundation certification desirable)
• Excellent customer service skills with a proven ability to show initiative and a 'can do' attitude
• Strong communication skills with the ability to explain technical concepts to non-technical users
• Ability to work efficiently under pressure, prioritize tasks effectively and maintain attention to detail
• Basic understanding of Active Directory, networking concepts and ability to follow technical procedures
• Experience with ServiceNow or similar ticketing systems
• Enthusiasm to learn new skills and continuously improve through training and development

What we can offer you:

• Novated leasing benefits and discounts

• 12 weeks paid parental leave and access to our Parents Portal

• Comprehensive learning and development opportunities to support your career growth

• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations

• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund

• Exempt Employee Share Plan

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected. 

• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.

• We embrace hybrid working and welcome conversations about flexibility. 

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate.  All information provided will be treated confidentially. 

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at mmsgrouprecruitment@mmsg.com.au