Tech help at your fingertips

  • Published
  • By Capt. Jeff M .Nagan
MINOT AIR FORCE BASE, N.D. --  Spending minutes at a keyboard solving computer issues instead of valuable time on hold with the Enterprise Service Desk will become a reality by Sept. 22 for Air Force Global Strike Command computer users.

The Virtual Enterprise Service Desk application allows users to either resolve minor computer issues on their own, or electronically request additional assistance.

"vESD takes the first level troubleshooting right to the customer," said Master Sgt. Jason Ellingsworth, 5th Communications Squadron communications focal point section chief. "The program arms them with the tools to solve many issues themselves."

Account administrative rights and incident tickets are a large percentage of the technical issues. With those becoming automated it will enable technicians to readily assist users with more serious or pressing issues.

"As high as 40 percent of issues we receive could potentially be resolved by the user," Elllingsworth said. "That's valuable time that could be saved by both the customer and the technician."

Under the current system, a customer must call the ESD or seek a unit Information Assurance Officer for assistance. Calling the hotline has a wait time often exceeding 30 minutes, and the technician may only log a trouble ticket in the end.

"It all comes down to time," said Lt. Col. Gino Sarcomo, 5th CS commander. "Budget constraints have reduced customer support capacity at the ESD, so we had to figure out a way to allow customers to solve routine problems on their own."

The self-help tools will benefit all users and most technicians by eliminating call wait times, hastening ticket routing and ultimately expediting ticket resolution.

"Not only does self-help give the customer more control over their own issues, but it allows the experts at ESD to switch their focus to the tough issues that affect the larger enterprise," Sarcomo said.

To help users understand this new tool, the 690th Network Support Squadron is slated to host a virtual town hall meeting in the coming weeks, where they will explain some of vESD features and answer any questions users may have.

"The goal is to make the implementation of vESD as seamless as possible," Sarcomo added.

For users who cannot access vESD or for new arrivals, IAO will still assist with actions such as provisioning email accounts and assigning distribution lists. Both actions are done through IAO Express, a specialized program that helps generate trouble tickets.
"The primary role of IAOs will not change," said Sarcomo. "However, the implementation of vESD should reduce their workload."

One thing users can already do is request changes to their global address list through the Enterprise Service Desk website at https://esd.us.af.mil/, under the self-help option.
Global address list changes account for a large percentage of calls, but customers are now being directed to the ESD website. Unit IAOs can assist in areas users cannot solve directly by inputting a ticket into IAO Express.

To contact the Enterprise Service Desk, call 723-HELP (4357), option 1.