Air Force computer help desk goes virtual

  • Published
  • AFSPC Public Affairs
JOINT BASE SAN ANTONIO - LACKLAND, Texas --  The Air Force Enterprise Service Desk is going virtual, and computer users at Yokota Air Base, Japan, will be able to utilize the services beginning December 15.

Rather than being one of the 250,000 callers each month to the Air Force Enterprise Service Desk, computer users will be able to utilize troubleshooting from their desktop and avoid the frustration of waiting in a queue.

Recognizing technology could help relieve the strain on the system, the 690th Network Support Squadron commander, Lt. Col. Mark Reith, directed the development of automated tools that will empower the individual to resolve the most common issues experienced by Air Force users. According to Reith, "These tools are projected to automate approximately 70-80 percent of user help requests and are in the process of rolling out across the Air Force." Initial results indicate dramatic improvements; the average call wait time was reduced from more than 20 minutes to less than five minutes. Additionally, a backlog of nearly 13,000 help desk tickets was virtually eliminated, allowing technicians to focus on current issues. As automated capabilities are proven and continue to grow, the system will become even more responsive.

There are two automated tools assisting with the transformation:  Information Assurance Officer Express, and the Virtual Enterprise Service Desk. IAO Express, a program exclusively by unit IAOs, manages account maintenance, including adding, deleting, moving user and organizational accounts; unlocking accounts; adding users to network shared drives and SharePoint sites.

For all 4,800 computer users at Yokota, the vESD will be located on each computer user's standard desktop computer screen and will be the starting point for users to resolve common computing issues. These common issues include e-mail, desktop, laptop, mobile device, network, software, hardware and other user account capabilities. The tool is designed to be easy to use and intuitive for all levels of users. If the vESD cannot resolve an issue, it will automatically generate a help desk ticket and submit it to the local communications focal point for further troubleshooting. The application tracks help desk tickets and permits status checks of any current incident requests, solicits user feedback, and provides contact information for more help.

"Using automated tools to resolve common issues follows industry best practices and provides superior service to our Air Force users," said Reith. "Our goal is to help ensure daily disruptions due to routine computing issues are limited to the max extent possible."

As with any program, improvements can be made and users will be able to do help in that process.

"Within the system users can supply feedback for any errors they encountered or ideas for improvement," said Master Sgt. Anthony Stolz, 374th Communications Squadron communications focal point section chief. "The more button also shows all user and computer hardware and software details for easier troubleshooting."

The days of surging additional manpower to resolve an issue are long past. Through maximum usage of the automated tools, the Air Force can let automation take some of that workload. 

"We all know that resources are scarce, and the future doesn't look any better," said Brig. Gen. Kevin Wooton, Principal Deputy Director, Integrated Operations at Air Force Space Command.

The Air Force must provide capabilities the nation needs while becoming smaller. This means our workforce and installations of the future must operate differently and more efficiently. The ESD transformation is one step towards reducing overhead costs and increasing efficiencies, while improving service and effectiveness for all Air Force personnel.