You’ll discover as you develop your active listening skills that end users will tell you just about everything you need to know to solve their problem. Defence Service Centre 1800 333 362 In fulfilling this mission, Defence serves the Government of the day and is accountable to the Commonwealth Parliament which represents the Australian people to efficiently and effectively carry out the Government's Defence policy. 9. Fujitsu will provide support to Defence’s 90,000 desktops around Australia. When IT pros choose to be patient with themselves as well as with others, they are better able to quickly get to the bottom of issues and find solutions. Learn more about the 10 qualities help desk technicians should have in this on-demand webinar hosted by ITPro.TV. Despite its drawbacks, serving at the help desk can be incredibly rewarding if the right qualities and skills are developed. While help desk technicians usually only stay in their role for 2 … It will also allow you to sharpen your help desk skills to better serve end users. What Renewal Options Are Available to You? Find your ideal job at SEEK with 70 jobs found for Information & Communication Technology, Help Desk & IT Support in ACT, Australian Capital Territory. Title INFO: DEAMS 10/12/2016 Help Desk Message-002 (MAFR: 3-digit Project/Subprojects are no longer valid (510/530) no longer valid) Body DEAMS Users, As of FY17, the 3-digit Project/Subprojects are no longer valid (MILPERs examples: 510 and 530) and have now changed to 5-digit Project/Subprojects. PRO TIP: Spend half a day in each department to understand the company as a whole. 1. Defence has also signed Dimension Data in a two-year, $29 million deal to provide network hardware maintenance support. - While 77 percent (230 out of 299) of respondents rated training as slightly eff ective or better, users continued to APW-5-030, Anzac Park West, Constitution Avenue, Parkes ACT 2600. Be Patient: Patience serves help desk technicians well. For example, the technician may be speaking with an individual who will lose a major sale if their issue is not quickly tended to. 3. Work Well Under Pressure: As mentioned earlier, the help desk is a high-pressure environment. View all … This characteristic is very attractive to employers; virtually every company wants to hire employees who are lifelong learners. Also, being confident in both technical and non-technical skills will increase your ability to work well under pressure. This means immediately asking an end user where they are calling from and about their role within the company. Be Willing to Learn: Being willing to learn is one of the most critical qualities of an exceptional help desk technician. The Department of Defence has signed Fujitsu for the delivery of multiple ICT services, including the Defence Central ICT service helpdesk in a deal worth $151.3 million. Help desk technician is the first job role many IT pros find themselves in and is often a steppingstone to other job roles. Defence Electronic Access and Mobility Service (DREAMS) enables authorised Defence Personnel to access the Defence Protected Network remotely. Empathetic help desk technicians can better connect with their end users and make them feel understood. That is punctuality. Whether you want to stay at the help desk or move on to a new role, you will need to develop all these characteristics. The Department of Defence has published a request for tender (RFT) for a major ICT end-user support services arrangement for Defence staff, military bases, and … It can be a negative environment as technicians are constantly bombarded with questions and problems. Info for Defence jobs & careers, ADF members & families, Defence news & operations, Defence … You'll also love our unique culture of teamwork, adventure and fitness. And remember, analytical thinking is a transferable skill that will help you succeed in other job roles. PRO TIP: Treat every end user’s problem with urgency and assure callers that their concern is an important one that you are committed to resolving. Attention: To all IBM Notes users. Delivery. Australian Government Department of Defence; Protecting Australia and it's national interests. This goes hand in hand with analytical thinking and involves listening to your end user intently to find clues as to why they are having a technical problem, then homing in on and exploring the details that stand out to you. Get advice and guidance on the accreditation or RBC processes in general.. ICT is a key enabler that allows Defence to perform its core business – defending Australia and its national interests. Leave it to us to build your bed when we deliver it More than anyone else, a help desk technician has the power to give employees across all departments a positive view of IT since they are usually the first IT pro that an employee encounters. Find your ideal job at SEEK with 225 jobs found for Information & Communication Technology, Help Desk & IT Support in Frankston VIC 3199. View all our vacancies now with new jobs added daily! In this context (The announcement of a possible tender for Regional ICT support) the Service Desk does what it is supposed to do and will continue unchanged. 4. PRO TIP: Take 10 minutes at the beginning of your shift to make a list of things you need to get done. You will be given the opportunity to see more of Australia and the world, have access to great sporting and social facilities, and make friends for life. 1. 5. PRO TIP: Try to understand where your end users are coming from to have more patience. I cannot get my DREAMS token (via CITRIX) to work and get me through to the Defence Restricted Network (DRN) Dell, - Answered by a verified Software technician. “This will enable standardisation and rationalisation of service delivery processes, and has resulted in significant savings in operating costs. 10. Growing in your willingness to learn will help you move beyond the help desk if that is your goal. We use cookies that improve your experience with the website, keep statistics to optimize performance, and allow for interaction with other platforms. Find your ideal job at SEEK with 48 jobs found for Information & Communication Technology, Help Desk & IT Support in South Australia SA. National - Approximately 2000 personnel are deployed as part of Operation COVID-19 Assist. For more information please view our. Help desk technicians frequently find themselves collaborating with other IT professionals to solve end user issues. As of 0900 AEST 21 April 2020. PRO TIP: Be a team player and lend a hand when you can. to Defence information without being dependent on Defence fixed ICT infrastructure. Mr. Stephen Pearson (02) 6266 7302. stephen.pearson4@defence.gov.au. 6. Do you want to become a better help desk technician? Both contracts are said to be part of the SRP. Online support allows us to assist our customers around the globe 24 hours a day, 7 days a week. Defence has prepared responses to a range of contingencies through the Emergency Management Australia-led response. This will help you keep your cool and build rapport with them. PO Box 7953, Canberra BC ACT 2610 Defence Discount Service is home of the Defence Privilege Card, the vetted discount card that can be used in stores, restaurants and venues to obtain armed forces discounts. Defence ICT Strategy 2016 - 2020 . Access includes: current active DRAS users, SLG members and ; personnel based at locations where there is no DRN access. To develop this ability, get better at multitasking. Assembly. The deal is one of two ICT contracts with the department worth more than $180 million. Senator Feeney said the centre is the key to Defence’s plans to consolidate Information and Communications Technology service desks under its new Information Technology Service Management Business Reform Program, which is administered by Defence’s Chief Information Officer Group. Even during something as simple as a shift handover, help desk technicians collaborate with their coworkers. To boost your skill level and confidence, take one or two soft skills courses per year, as well as any technical courses relevant to your job role. Whether you want to stay at the help desk or move on to a new IT job, developing these 10 qualities will set you up for success. "Fujitsu Australia has a long-standing relationship with Defence, with over 600 staff dedicated to Defence activities and contracts," Senator Fawcett said. The help desk is also a high-pressure environment. A strong start on the help desk can set individuals up for a successful career in IT. To do this, you will occasionally have to deviate from a script. Download DREAMS Token and enjoy it on your iPhone, iPad and iPod touch. Have an Analytical Mind: Being able to technically analyze a situation is key to solving end user problems and shining in the role of help desk technician. It can be quite stressful if you have not developed the quality of working well under pressure. If so, here are 10 qualities to strive for, from ITProTV.