JOINT BASE CHARLESTON, S.C., –
To assist computer users with Information Technology related problems and to transition from telephone help desk reporting, the Air Force is installing self-help software on users desktops. The Virtual Enterprise Service Desk or vESD, will roll-out Nov. 24, 2014 at Joint Base Charleston.
The vESD tool, installed as an icon on network computer desktops, is a client-based program that allows users to solve common issues and self-initiate trouble tickets for e-mail, desktop, laptop and mobile devices.
"The vESD application will eliminate the need for waiting on the phone for nearly 45 minutes just to tell someone you have a computer related problem," said Capt. Helen Cruz, 628th Communications Squadron Cyber Operations Flight commander. "The program was designed to save the user time and to reduce the Communications Focal Point resources and man hours."
With a customer base of more than 650,000 people, the Air Force ESD's automated phone system had been significantly overburdened.
Technical Sgt. Charles White, Joint Base Charleston Communications Focal Point NCOIC, said not only is the program faster to use, it is also more user friendly.
"The program will automatically collect computer information and run self-diagnostics to determine if your internet, email and other programs are currently working," White said. "There is no longer a need to find your computer's MAC address which can be a daunting task to someone who is not familiar with computers. The program will give us that information automatically and will even create a work ticket for you."
According to White, the ESD is not closing, it is transforming its business processes on more proactive tasks.
"Like anything new it takes time to get used to change, but with the help of users and the reduced time spent on the phone on both ends, IT related problems will be streamlined through the vESD," White said.
To access the program, click on the vESD icon on the desktop which will provide step-by-step instructions to identify an issue. If necessary vESD will create a trouble ticket to have the issue fixed. The tool will automatically open an electronic ticket containing account and computer information, a computer diagnostics report and a description of your issue. Users will still have the ability to check ticket status by accessing the ESD portal at https://esd.us.af.mil//esdportal/MyTickets.aspx.
Please direct any questions to the Communications Focal Point at email@example.com.
The Communications Focal Point contributed to this story.