Helpdesk goes virtual, empowers network users to self-troubleshoot common issues

  • Published
  • By Staff Sgt. Jaimi L. Upthegrove
  • 482nd Fighter Wing Public Affairs
HOMESTEAD AIR RESERVE BASE, Fla. --  The Air Force Enterprise Service Desk is going virtual with the new application ready for use at Homestead Air Reserve Base, Florida.

The virtual Enterprise Service Desk being rolled out through 2015 is a client-based application that allows users to solve common issues and self-initiate trouble tickets for e-mail, desktop, laptop, mobile devices and is eventually intended to include network, software, hardware and other user account capabilities.

"The vESD is capable of resolving a lot of issues without the user having to wait on the phone and waste precious time," said Tech. Sgt. Kevin Patrick, 482nd Communications Squadron communication support center here. "This makes us more available to tackle the problems vESD can't fix."

The application can also be used to track the status of any current incident requests, feedback submission and provides further contact information for more help.

"The vESD removes the most error-prone step from the trouble ticket process and automates it in a user-friendly way," says Maj. Michael Wells, 482nd Communications Squadron commander here. "What used to take five to 10 minutes through the telephone can now be done in about 30 seconds on your computer."

The vESD allows users to troubleshoot and solve common IT issues with a few clicks. Requests are aligned with specific mission areas to ensure that the technicians are working towards solutions for high priority requests. An incident is high priority if it causes a full work stoppage.

This application provides faster return-to-service times and quick resolution to common IT problems by automatically populating an electronic ticket with the account and computer information, a computer diagnostics report, and a description of the issue.

"We can keep our networks secure more efficiently now," said Patrick.

Initial capabilities include email support, mobile phone support, view of current tickets, the ability to view and update global address list information, plus customer satisfaction feedback. Future capabilities should include network and hardware or software support.

Here the application is ready for use; simply click on the vESD icon from the desktop to begin.

The local Homestead Client Service Center line here, 786-415-7682, will remain in operation for users unable to access the vESD and for walk-in service requests.