Defence seeks IT support for 2500 staff
- 28 November, 2012 11:12
- Comments
The Defence Science and Technology Organisation (DSTO) has issued a tender for a help desk contractor to support around 2500 researchers spread over seven sites across Australia.
The DSTO, which is part of the Department of Defence, operates two help desks at Edinburgh in South Australia and Fishermans Bend in Port Melbourne. These are run as a one virtual help desks and field an average of 600 calls each week.
Science Corporate Information Services (SCIS) provides two separate networks (restricted and unrestricted) to DSTO staff who use more than 16,000 applications, 4000 desktops, 1100 laptops, 1500 thin clients and 560 printers.
The agency has asked for an outsourced contractor to provide an end-to-end help desk service, including staff coaching and continuous process improvement activities under a 12-month agreement.
The contractor would need to resolve 50 per cent of help desk calls the first time, which is below industry standards.
However, the agency said it runs a heterogeneous IT architecture in a research environment without an standard operating environment (SOE) and the technical diversity of and complexity of help desk support should not be under estimated.
“The overall DSTO computing environment is diverse and challenge and reflects the needs of one of Australia’s largest research and development organisations,” DSTO said in a statement.
“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.”
Follow CIO Australia on Twitter and Like us on Facebook… Twitter: @CIO_Australia, Facebook: CIO Australia, or take part in the CIO conversation on LinkedIn: CIO Australia
Recommended
Join the CIO Australia group on LinkedIn. The group is open to CIOs, IT Directors, COOs, CTOs and senior IT managers.
- Bookmark this page
- Share this article
- Got more on this story? Email CIO
- Follow CIO on twitter
- Reference Architectures for Virtualisation
- Seeing the Forest for the Trees - A Systematic Approach to Application Performance Monitoring
- Expanding Web Single Sign-On to Cloud and Mobile Environments
- Webroot SecureAnywhere Endpoint Protection Cloud vs. Seven Traditional Endpoint Security Products
- Bring ‘em on!‖ – The Consumerisation of Enterprise Mobility
-
Why change management doesn’t work
-
Larry Page wants to see your medical records
-
Dual-Persona Smartphones Not a BYOD Panacea
-
After two-year hiatus, EFF accepts bitcoin donations again
-
CIOs struggle to deliver timely mobile business apps: survey
-
CSO Spotlight: Security-as-a-Service Gaining Popularity
Organizations that are looking for security features including identity management, encryption and access control — and at the same time want to take advantage of the cost and flexibility benefits of the cloud —might check into security-as-a-service offerings available now from several vendors. Download now to find out more. -
Endpoint Security and Virtualisation
Besides form factor, virtual systems are not really that different than physical systems. They both use the same operating systems and applications. They both present users with computing resources such as RAM and hard drives. Consequently, the ability to exploit vulnerabilities in a physical environment will present a significant threat to virtualised environments as well. This paper examines the different endpoint security methods for virtualised environments and presents how Endpoint Protection security provides optimal performance, protection and manageability. -
Six Reasons to Empower Your SharePoint Citizen Developers
More and more business applications are being created by “citizen developers” - end users who are not IT developers but who create solutions for themselves and their groups. This white paper explores six reasons to embrace citizen development in an intelligent way that minimises risks and maximises the return on your SharePoint investment. Read now.
Get exclusive access to Invitation only events CIO, reports & analysis. 
