About the Consultancy
Join a leading international consultancy delivering enterprise‑scale managed services, service desk operations, and operational support programs across highly regulated industries. Our teams ensure critical systems and customer-facing services run smoothly, efficiently, and consistently through strong governance and operational discipline.
About the End Client
The end client is a large enterprise operating a centralised service desk and customer support capability, focused on providing high‑quality service delivery across business functions. This role supports ongoing managed application support and BAU operations, driving process improvements, service desk optimisation, and enhanced user experience.
About the Role
An exciting opportunity exists for an experienced Service Desk SME to support and uplift service desk operations, processes, and delivery capability within a managed services environment.
This is not a transformation role — the focus is on:
- Operational excellence and BAU service delivery
- Improving service desk workflows, SLAs, and user experience
- Supporting ongoing service desk optimisation and continuous improvement initiatives
Start: 1 June 2026
Location: Perth
Key Responsibilities
Service Desk Operations (BAU Focus)
- Support and enhance day‑to‑day service desk operations, ensuring consistent and efficient service delivery.
- Contribute to the design and optimisation of service desk processes, workflows, and operating models.
- Ensure alignment with ITIL-based service management practices across incident, request, and escalation handling.
- Drive improvements in end‑user experience through effective service desk configuration and process design.
- Support transition to modern service desk capabilities such as Customer Service Workspace models.
- Contribute to omnichannel service support, ensuring consistent experience across user touchpoints.
- Support configuration of unified service desk solutions, including:
- Case management
- Queue structures
- SLA frameworks
- Assist in defining contact centre operations, including workflows, escalation paths, and performance metrics.
- Contribute to knowledge management practices, ensuring high‑quality documentation and reusable support artefacts.
- Identify opportunities for agent assist use cases and operational automation.
- Drive continuous improvement across processes, tooling, and service delivery capability.
- Support CTI / telephony integration within service desk environments.
- Ensure service desk tooling aligns with broader enterprise systems and operational needs.
- Strong experience working as a Service Desk SME or Service Management Specialist in enterprise environments.
- Proven experience supporting managed services / BAU operations, not just transformation programs.
- Strong working knowledge of ITIL service management practices.
- Experience designing and improving:
- Case management workflows
- Service queues and SLAs
- Contact centre/service desk processes
- Experience with service desk platforms and customer service workspace models.
- Strong stakeholder engagement and communication skills.
- Ability to identify operational gaps and implement practical improvements.
- Opportunity to work on a mature managed services / BAU environment.
- Role focused on operational excellence, service optimisation, and user experience.
- International consultancy platform with strong service delivery frameworks.
- Exposure to modern service desk tooling, omnichannel support, and automation initiatives.
- Stable engagement with ongoing improvement rather than one‑off transformation.
Please upload your CV to apply. Suitable candidates will be contacted with next steps.
For further information, contact:
📞 Farbar Siddiq – 0489 922 211
📧 farbars@whizdom.com.au
