NSW Department of Housing urgently required an experienced Service Desk Manager to streamline the operations of the existing facility.

Business Challenge

Service Desk management and staff were in need of expert support to be able to redefine the services offered to the business as well as agreed SLA’s.


CMC delivered the Service Desk project and were then requested to manage:

  • The Disaster Recovery Plan and Business Recovery Solution.
  • Implementation of security policies in conjunction with KPMG and the NSW Government Audit Dept.
  • Replacement of two thirds of the department’s laser printers, through an approved Business Case including needs analysis and support procedures.
  • Deployment of an upgrade to Netware 5.1, GroupWise 6 and the other Netware infrastructure, including client software upgrades. This project upgraded hardware and software and included an Internet Gateway upgrade.