Provision of Computing Help Desk Services

The Science Corporate Information Services (SCIS), Defence Science and Technology Organisation (DSTO), provides a range of Information Technology (IT) services across a number of sites. The two main sites, Edinburgh in South Australia and Fishermans Bend in Victoria, provide the core services for all sites. The SCIS maintains two physical Help Desks, one at Edinburgh and the other at Fishermans Bend. Each Help Desk site currently has two staff. The two Help Desks operate as a single virtual Help Desk, utilising a single incoming phone number, a single mailbox and use the same processes.

The SCIS Help Desk is the primary interface between SCIS and the DSTO staff. As the reliance on SCIS within DSTO has increased, the provision of effective IT support has become more important - particularly the quality of Help Desk support. The broad requirement is to provide a quality Help Desk service using four full time skilled staff.