Air Force computer help desk goes virtual Published Nov. 20, 2014 By 81st Communications Squadron KEESLER AIR FORCE BASE, Miss. -- The Air Force Enterprise Service Desk is going virtual, and Keesler is already leaning forward as it rolls out across the Air Force, which began in late October. After Feb. 2, 2015, the ESD will stop taking calls altogether. To assist users with the transition, the 81st Communications Squadron will host a distance learning course on Nov. 20, for the unit information assurance officer to demonstrate the capabilities of the vESD and to field any questions they might have. These DCO sessions will also be expanded to each of the three training groups and Keesler tenant units at a later date. Getting an Air Force computer station working again after an unexpected error usually results in a long wait - queues with 250,000 other callers each month are common - to reach the Air Force Enterprise Service Desk for assistance. The strain on the help desk system has 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. Lt. Col. Mark Reith, 690th Network Support Squadron commander, Joint Base San Antonio - Lackland , directed the development of automated tools that will empower the individual to resolve the most common issues experienced by Air Force users. "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," Said Reith. 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: IAO Express, and the Virtual Enterprise Service Desk. 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 has been fully operational since Nov. 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 email, 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, permits status checks of any current incident requests, solicits user feedback, and provides contact information for more help. However, despite the new capabilities this new tool offers, unit IAOs are still an important source of support for issues the vESD cannot immediately resolve. On Nov. 17, vESD was rolled out to all Air Education and Training Command bases as a part of a larger rollout across the Air Force. Part of the time-savings achieved by vESD will be reflected in the reduction of phone calls taken by the ESD. "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." "The vESD tool will have a phased release in the near future, so we can monitor, test and evaluate the results, and modify if and when necessary," said Brig. Gen. Kevin Wooton, Principal Deputy Director, Integrated Operations at Air Force Space Command, Peterson Air Force Base, Colo. 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 Wooton. The Air Force must provide capabilities the nation needs while becoming smaller. This means the 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.