Service Desk SME
Whizdom ·whizdom.shazamme.com
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Service Desk SME
About our client:
Our client is a leading professional services and consulting firm, delivering strategy, technology, systems integration, and operations support across industries including Government, Financial Services, and Utilities.
About the Role
You will act as a subject matter expert across service desk operations, working closely with stakeholders and delivery teams to ensure services are aligned to ITIL standards and designed for efficiency and consistency.
The Service Desk Subject Matter Expert brings deep industry expertise and hands-on experience to design, optimise, and modernise the customer service ecosystem.
Key Responsibilities and Skills Requirements
User Experience & Service Desk Transformation
How to Apply:
Please upload your resume to apply. Suitable candidates will be contacted with further instructions and asked to complete a suitability statement.
Contact:
Katrina Gabriel
0489 923 756
katrinag@whizdom.com.au
Additonal Information:
Candidates must be willing to undergo pre-employment screening checks including ID and work rights verification, security clearance checks, and any other client-requested assessments.
- Contract: 6 + month contract
- Location: Perth, WA
- Rate: $1000 - $1150 per day (including super)
About our client:
Our client is a leading professional services and consulting firm, delivering strategy, technology, systems integration, and operations support across industries including Government, Financial Services, and Utilities.
About the Role
You will act as a subject matter expert across service desk operations, working closely with stakeholders and delivery teams to ensure services are aligned to ITIL standards and designed for efficiency and consistency.
The Service Desk Subject Matter Expert brings deep industry expertise and hands-on experience to design, optimise, and modernise the customer service ecosystem.
Key Responsibilities and Skills Requirements
User Experience & Service Desk Transformation
- Unified Service Desk configuration to streamline agent workflows
- Customer Service Workspace transition for improved usability and efficiency
- Design of intuitive, scalable user experiences for both agents and customers
- Contact centre operations optimisation aligned to ITIL best practices
- Case, queue, and SLA design to ensure measurable performance and responsiveness
- End-to-end process improvement across incidents, requests, and escalations
- Seamless implementation of Omnichannel for Customer Service
- Integration across voice, chat, email, and digital channels for consistent customer journeys
- Advanced CTI/telephony integration to connect customer communications directly with service systems
- Improved call handling, routing, and real-time agent insights
- Design and implementation of structured knowledge bases
- Empowering agents and customers with accurate, accessible information
- Discovery and implementation of Agent Assist capabilities
- Leveraging AI-driven insights to enhance productivity and customer satisfaction
How to Apply:
Please upload your resume to apply. Suitable candidates will be contacted with further instructions and asked to complete a suitability statement.
Contact:
Katrina Gabriel
0489 923 756
katrinag@whizdom.com.au
Additonal Information:
Candidates must be willing to undergo pre-employment screening checks including ID and work rights verification, security clearance checks, and any other client-requested assessments.
Frequently asked questions
Who is hiring for the Service Desk SME role?
Whizdom is hiring for the Service Desk SME position, a Shazamme client. Apply directly on the employer's career site.
Where is the Service Desk SME job located?
The Service Desk SME role with Whizdom is based in Perth, WA, AU.
Is the Service Desk SME role full-time or contract?
This is a full time position at Whizdom.
What experience level is the Service Desk SME role?
The Service Desk SME position is aimed at mid-level candidates.
How do I apply for the Service Desk SME role at Whizdom?
Apply directly on Whizdom's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.