Virtual service desk changes comm help

  • Published
  • By Lt. Col. James Trachier
  • 60th Communications Squadron
TRAVIS AIR FORCE BASE, Calif. --  "You'll have to open a trouble ticket with the Enterprise Service Desk."

This simple phrase, whether uttered by a coworker, Unit Information Assurance Officer, Client Systems Technician or Comm Focal Point Controller, often conjures visions of long wait times, scripted questions of a technical nature, and varying levels of customer service.

The consolidation of Air Force-wide Help Desk services into the 690th Network Support Squadron's Enterprise Service Desk several years ago resulted in significant cost savings, but many users complained about the increased wait times and the need to provide their computer name, IP address and other technical information once they were finally connected to an ESD technician.

Fortunately, 690th NSS leadership has welcomed this feedback and sought ways to deliver better customer service.  The result is the new Virtual Enterprise Service Desk.

The vESD is a computer application that will be pushed to all Air Mobility Command computers this month. Like now-familiar self-service applications such as MyPay and vMPF, vESD was designed to reduce the end-user's wait time while giving him or her more control over the customer support process. Just as MyPay users no longer have to wait in line at the Finance Office, vESD users will no longer have to hold the line until an ESD technician picks up.

Once vESD is deployed, users will have the option of launching the vESD application as an alternative to calling the ESD. Upon launch, vESD will automatically scan the user's computer using a sophisticated diagnostic algorithm and attempt to fix any problems found. 

Once the diagnostic scan completes, the vESD user console will open, displaying the user's account information, the system health of the user's computer and separate icons for various self-help services. Clicking an icon launches a self-help wizard that functions much like income tax preparation software, asking the user questions and then generating a series of self-help steps appropriate to the user's response.

If vESD detects a problem it can't solve, it will automatically generate a trouble ticket on the user's behalf, no phone call required. Because vESD has access to all required information directly from the user's computer, the user does not have to provide any technical details.  If for some reason the user's computer is disconnected from the network and vESD cannot submit the trouble ticket automatically, the console will display all required information to simplify the ticket creation process.  Users can then elect either to call the ESD or to use vESD on a different computer to open a trouble ticket.

While most Travis members will use vESD primarily for desktop computer support, vESD also contains automated diagnostics and self-help troubleshooting steps for government-furnished BlackBerries and iPhones.  Since user feedback is crucial to improving customer satisfaction, vESD also contains a "Feedback" icon that allows users to tell the 690th NSS which aspects of vESD work well and which ones need improvement.

The 60th Communications Squadron will conduct a series of vESD Town Halls at the Base Theater beginning this month. Travis members can access additional information on vESD, including the vESD user's guide and a short video introduction to vESD, from the 60th Communications Squadron SharePoint Portal site.