Here we chat trends and tech; share advice; expose projects; chase dreams.

Who is Ed Waters?


Ed Waters is a fast talking, fast thinking, can-do kind of person. Those qualities mean he’s a great fit for his new role at Design Industries. He’s flexible too, which is good news because when I spoke to him, he wasn’t sure exactly what his title was.

‘I do whatever’s required, whether that’s meeting prospects. Understanding needs. Solving problems.’

As our chat progressed, he said his role was still being defined but at the moment it combines aspects of business development and providing assistance to Michael Dockery – who was being pulled in multiple directions as the company prepared to host an Atlassian JIRA Service Desk event in Melbourne. By the time we’d finished talking, he was also focusing on using Atlassian tools to automate aspects of his role.

Ed has been drawn to DI’s style of operations since his first encounter with company founders Michael Dockery and Sam Pascua. ‘They sold me in 15 minutes.’

He hasn’t been disappointed and says he can describe what he loves about his job with three succinct observations: ‘No bullshit, no bullshit and no bullshit.’

Atlassian advantages

He spent the first few weeks of his new role getting up to speed with Atlassian products, using JIRA daily, along with Confluence, HipChat and the entire range of Atlassian tools.

Ed is happiest when he’s being kept on his toes, and there’s no shortage of that at Design Industries. ‘We might get a call in the morning that means I have to prepare for a high-powered client meeting. Michael and Sam have a vision for what Atlassian can do for organisational efficiency and I believe in it. There’s a real buzz about being able to help present that in the boardroom of an ASX company, demonstrating the ROI with a working prototype.’

Ed’s been particularly impressed by the DI approach to scaling JIRA for the needs of individual clients. ‘You could say that there’s a component of “dream selling” in what we do, but it’s just that we’re able to help a company see and manage their own data in new ways.’

Process is the key

Aside from the refreshing ‘no nonsense’ culture at Design Industries, Ed’s been most impressed by what he’s realised about how DI achieves consistent results for their clients. ‘It’s all about efficiency and process – and it’s no surprise that these are two things that Atlassian is very, very good at facilitating.’

Thriving on pressure

A normal day for Ed starts with coffee. ‘I get my fix on the way in to work. It’s a high pressure environment; you need to be ready to work the minute you walk in the door. Whether I’m working with Michael on prospects, or talking to existing clients about their account, I rely on Atlassian tools throughout the day starting with my action plan in Confluence and right down to individual tasks in JIRA.’

Why your Service Desk should never stand alone


Michael Dockery is passionate about IT Service Management and he knows that Atlassian’s JIRA Service Desk delivers.

He provides an example. ‘Take a large organisation with many staff and lap[tops etc. It’s 6:00 pm and a user has a problem logging on. They pick up the phone and log a ticket with the Service Desk.

‘And then another user experiences the same problem. And another. That’s three service tickets.

‘So let’s assume your Service Desk staff will see a link, perform a triage and escalate to engineers. It could be a security breach. It could be a conflict of some sort. This type of issue will a high priority.

‘This could easily result in the creation of an urgent development task, which your developers will complete, test and then push out to all affected devices and users, with communication to the people who raised the original tickets.’

A single line of code

‘The end result will usually be linked to a line of code somewhere. Eventually you’ll have to get to that line of code.’

Dockery says that if your IT team is using the Atlassian development stack, it ‘just makes sense’ to be able to interface seamlessly with internal and external customers.

Atlassian’s native integration means traceability

‘Traceability is more important than anything’, asserts Dockery, ‘and traceability requires deep integration between your service ticket system and the team who will provide the fix.’

With JIRA Service Desk, the integration is built in. It’s a service layer on top of the JIRA workflow powerhouse.

The benefits are tangible, he says. ‘Better Service Levels, better response time and better response quality.’

servicedesk10_tour_reports (1)

The high cost of application management

‘Application management can represent a significant slice of an organisation’s IT budget’, says Dockery.

‘Getting it right is pretty straightforward. If you have the right tools, you’re part way there. If you have the right tools and the right partner, you’re on your way to operational effectiveness – at velocity.’

Atlassian tools and Design Industries can help you maximise your organisation’s capability, flexibility and agility.

Design Industries is hosting a JIRA Service Desk event on Thursday 28 August in Melbourne. Limited places available so register now to find out how JIRA Service Desk can help you get more out of your Service Desk.  

Atlassian JIRA Service Desk event at The Point – Albert Park

The Point Albert Park

 Design Industries is hosting an Atlassian JIRA Service Desk event at The Point in Albert Park on Thursday 28 August.

JIRA Service Desk builds on ten years of JIRA innovation and solid marketplace testing to provide advanced service desk capability, that can improve every every corner of your organisation. At this event, experts will share their knowledge about using JIRA Service Desk for higher customer satisfaction, seamless task prioritisation and effective SLA management.

Register now to join us for insights and inspiration from DI’s Michael Dockery and Atlassian Senior Product Manager Edwin Wong – and take customer service to the next level.

JIRA Service Desk helps customers speak your language

JIRA Service Desk


Powered by Atlassian and working for your customers – and your team – JIRA Service desk builds on ten years of JIRA innovation and solid marketplace testing to provide a robust and productive advanced service desk capability. Tap into the Atlassian’s automated and customisable approach to customer service management – the perfect add-on to enhance the productivity of your IT service team.

Design Industries and Atlassian’s JIRA Service Desk

Atlassian Experts Design Industries have been recommending JIRA Service Desk since it first came onto the market.

Sam Pascua of DI says, ‘When we work customers to implement JIRA Service Desk, the results always exceed expectations.’

Michael Dockery, who co-founded DI with Pascua, will be speaking about JIRA Service Desk at a one day event on 28 August in Melbourne, hosted by DI and providing insights and inspiration for implementing JIRA Service Desk in your organisation.

Customer requests – in customer language

JIRA Service Desk is specifically designed to remove the communication disconnect between customers and service teams. For your customers, asking for help is as easy as it’s ever been (perhaps even easier!) The JIRA Service Desk enables plain language intuitive service requests. JIRA Service Desk also provides links to recommended, related knowledgebase articles – for self service options that will free up your queues and satisfy your customers even more quickly. 

Customer service agents – meanwhile – are able to view, prioritise and manage tasks in a way that makes their job easier. Getting the request in front of the right team member – and answered efficiently – is now standard practice. Forget cumbersome manual triage and prioritisation.


Prioritise tasks

Even the most efficient service desk is overwhelmed by service requests sometimes. JIRA’s automated task prioritisation ensures your task assignment and response times are better than ever.

Tasks are assigned in real time to queues that align with your SLAs. And your SLAs are fully reportable. With advanced SLA metrics straight out of the box, or customised to your business with the help of a team of JIRA Service Desk experts.

Are you ready to take your service desk to the next level?

Register for our 1 day event on 28 August to find out about using JIRA Service Desk for higher customer satisfaction, seamless task prioritisation and effective SLA management. You might just find that adding JIRA Service Desk to your organisation’s toolkit is the best way to move past the trends and bottlenecks that have been holding you back.

Register here

Who is Ben Brooker?


‘I’ve used JIRA and Confluence for about six weeks in a previous job. I thought I knew them pretty well but after being here just one day I was quite overwhelmed about how powerful the Atlassian suite is.’

Design Industries’ newest employee is Ben Brooker, a Digital Account Manager. He started work with DI on 4 August and we spoke to him just four days into the job.

In his previous role, Ben was a digital Business Analyst. His job involved ‘gathering requirements, lots of wireframes, UX design, look and feel then creating use cases’. He also worked with the design team to ensure branding and identity guidelines were followed. 


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