New Virtual Service Desk for Computer Problems

  • Published
  • By Senior Airman Kaylee Clark
  • 19th Airlift Wing Public Affairs
LITTLE ROCK AIR FORCE BASE, Ark. --  Little Rock Air Force Base will implement a new, automated software tool, Dec. 1, 2014, to help resolve computer problems.

The Virtual Enterprise Service Desk (vESD) is a client-based application that allows the user to solve common issues and self-initiate trouble tickets for e-mail, desktop, laptop and mobile devices and will eventually include network, software, hardware and other user account capabilities. The application allows for status checks of any current trouble ticket, feedback submission and provides further contact information for more help.

The application began rolling out across the Air Force in stages, starting with Joint Base San Antonio - Lackland, Texas, and Peterson AFB, Colorado, in October 2014.  After those locations, the app will be implemented across the major commands in stages.

"The vESD will allow Airmen to immediately troubleshoot and resolve common computer problems, versus waiting on the phone for the ESD and a technician to solve the problem," said Maj. Daniel Henderson, 19th Communications Squadron commander. "If the software can't solve the problem, it automatically opens a trouble ticket for the Airmen.  The vESD also permits the Airmen to immediately check the status of any trouble ticket."   

Users who experienced account or network problems in the past few years have called a central customer service center. With a customer base of over 650,000 people, the ESD's automated phone system had been significantly overburdened, which led to a cascade of inefficiencies. Not immune to the fiscal challenges so familiar across the Air Force, the 67th Cyber Wing advanced on a new approach to customer service, necessary to solve this complex problem.

"The ESD and base communications squadrons are transforming to more efficiently solve computer problems and allow the limited manpower to focus on critical tasks," said Henderson.  "The bottom line is to improve the Airmen's customer support experience and reduce the current excessive timeline to get a problem solved."

The ESD transformation will users to find solutions to their technical challenges as well as leverage new automated programs to eliminate the need for a call center. It is important to note the ESD is not closing.  It will still exist.  It is simply transforming its business processes on more proactive tasks.

The vESD is the final phase of a three-phase plan to completely transform how the AF tackles Cyber customer support. 

With vESD, the user simply clicks an icon on their desktop, answers some simple questions, and the software attempts repair.  Users effectively reach a ESD technician immediately. Similar to the human technician, vESD will attempt repair based on the user's response to questions and will perform its own "health check" of the user's computer.  If it can't resolve the problem, vESD will automatically initiate a trouble ticket and route it immediately to the appropriate office at one of the network operations squadrons or the local communications focal point, depending on the problem identified.


The 19th Communications Squadron will continue to be an important partner in the new information technology support model.  Armed with additional IT permissions, they are empowered to work their local leadership's priorities.  In extreme cases, users may need to call their local support when a computer is completely broken or off the network.  This is actually a faster approach since even if the ESD did take the call, they would not be able resolve it since remote access wouldn't be possible.  Eliminating the middleman actually improves the user experience.


The ESD will also continue to be an important part of IT support, just not as call center.  The future ESD will focus instead on proactive activities that prevent issues in the first place.  One example is the creation of a problem management team.  Often cited as an industry best-practice, problem management focuses on finding the root cause of enterprise-wide issues and ensuring that solutions are worked through the engineering and acquisition battle rhythms.  Another example is the creation of an AFIN Mission Assurance Center to orchestrate maintenance actions amid real-world operations.  These initiatives are key elements of realizing IT efficiencies and maximizing limited IT resources while protecting AF missions.

If you experience any problems with the vESD or have an issue that needs further assistance, please call communications focal point at (501) 987-2666.