Service Desk Consultant

KPMG has been appointed as the learning services partner to The Skills Academy - an exciting and innovative approach to skills development for the WA public sector workforce. This one sector approach to learning will deliver a comprehensive suite of courses via a new intuitive and modern technology platform to more than 35,000 staff across 56 participating agencies. 

Developed in partnership with more than 150 subject matter experts from across the WA public sector, 120 courses will be designed specifically for the WA public sector context. Courses will cover a wide range of skills and foundational knowledge required of a modern public sector workforce.

Your opportunity 

The Service Desk Consultant is the first point of contact for Learners, stakeholders, and key client representatives within a Learning Managed Service. This role is responsible for delivering high-quality frontline support across phone, email and ticketing channels, ensuring enquiries are triaged, resolved, or escalated efficiently and professionally. Please note this is a 12-month fixed term contract. 

Key Responsibilities:

• Answer incoming phone calls via the Skills Academy Contact Centre, adhering to greeting standards.
• Process course bookings, rescheduling, and cancellations in accordance with defined policies.
• Assist with event coordination including attendee lists, pre-session communications, and logistical queries.
• Create, classify, and update tickets accurately on the ticketing platform.
• Support password resets, account access issues, and basic troubleshooting.
• Contribute to continuous improvement by identifying trends or gaps in service.

Key Skills and Experience:

• Strong verbal and written communication skills.
• Customer service and/or call centre experience
• Ability to work in a structured, process-driven environment
• Demonstrated ability to manage multiple tasks and prioritise under time pressure.
• Basic proficiency in Microsoft Teams, Outlook, and other common digital tools.

Additional Information

Desirable experience 

• Exposure to Learning Managed Services platforms.
• Experience with ticketing systems.
• Interest in Learning, professional development, or education-related environments.

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth. 

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.