Air Force computer help desk goes virtual

  • Published
  • By Air Force Space Command Public Affairs
GRAND FORKS AIR FORCE BASE, N.D. --  Have you ever needed assistance in getting your Air Force computer working again after encountering an unexpected error?  If so, you likely had to wait in a queue, along with the other 250,000 callers each month, to reach the Air Force Enterprise Service Desk for assistance. The strain on the help desk system resulted in long wait times with some callers hanging up in frustration prior to receiving service. 

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% 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 (IAO) Express, and the Virtual Enterprise Service Desk (vESD).   IAO Express manages account maintenance, including adding, deleting, moving user and organizational accounts; unlocking accounts; adding users to network shared drives and SharePoint sites. IAO Express is fielded and is handling over 14,000 requests per week. It is fully operational as of November 1 and used exclusively by unit IAOs.

vESD will be resident 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 devices, 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."

vESD is coming to Grand Forks AFB on December 1. Users should begin seeing the vESD shortcut added to their desktops. The tool will continue to see incremental improvements over the coming months, and users are highly encouraged to use the tool to resolve all of their computing issues. Although the ESD will continue to take phone calls during the transition, vESD will be the quickest way to resolve issues.