Karen Smith
About Karen Smith
Karen Smith serves as the Customer Experience Officer at KPMG Australia, where she has worked since 2015. She has extensive experience in IT service management, having held various roles in organizations such as Westpac, Data#3, and the Reserve Bank of Australia.
Work at KPMG Australia
Karen Smith has been serving as a Customer Experience Officer at KPMG Australia since 2015. In this role, she actively identifies areas for process improvement and makes recommendations to team leaders. She participates in an on-call roster to provide IT support as requested and ensures local IT assets are accurately documented and managed throughout their lifecycle. Her responsibilities include overseeing software licensing in accordance with national processes. Additionally, she supports the Sydney office with on-site presence, ensuring effective customer service and IT support.
Previous Employment Experience
Before her tenure at KPMG Australia, Karen held various positions in IT support and service desk roles. She worked at Westpac as a Service Desk Analyst for one year from 2014 to 2015. Prior to that, she was employed at Data#3 and Sinclair Knight Merz as a Service Desk Analyst in 2013. She also worked at Asciano for six months in the same capacity. Earlier in her career, she served as a Service Desk Analyst at the Reserve Bank of Australia for a decade, from 2001 to 2011.
Education and Certifications
Karen has pursued extensive education and training in IT service management and customer service. She studied at Exin - Global Independent Certification Institute, achieving ITIL Foundations V3 in 2015. She also completed Customer Service and ITIL Training at Fujitsu Australia Limited in 2012. Additionally, she received training in Supporting Users Running Microsoft Windows XP from Microsoft Training in 2010. Her certifications include Help Desk Analyst Certification from Help Desk Institute in 2001 and HEAT Administration Certification from Front Range Solutions in 2002.
Skills and Contributions
In her current role at KPMG Australia, Karen contributes to local and national projects aimed at enhancing process improvements and service delivery. She actively engages in identifying areas for improvement within the team and supports effective customer service through her on-site presence. Her expertise in IT service management and customer support enables her to ensure that IT assets are managed properly and that software licensing complies with national standards.