Air Force computer help desk goes virtual

  • Published
  • 82 Communications Squadron
SHEPPARD AIR FORCE BASE, Texas --  The Air Force Enterprise Service Desk is going virtual, and Sheppard is stepping up to the changes as it rolls out across the Air Force, which began in late October.

Previously any questions regarding unexpected errors took a considerable time in a queue, along with more than 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.

"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 were virtually eliminated, allowing technicians to focus on current issues.  As automated capabilities 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 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 will be fully operational Nov. 1 and used exclusively by unit IAOs.

vESD is 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."

"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.

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 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.