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Buckley receives new tool for tech troubles

By , 460th Space Communications Squadron / Published November 17, 2014

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BUCKLEY AIR FORCE BASE, Colo. -- All Air Force unclassified computers on the Buckley network will begin automatically receiving the Virtual Enterprise Service Desk, or vESD, application Nov. 17.

Over the past three years, Team Buckley members with computer or e-mail problems were directed to contact the Air Force Enterprise Service Desk.  This process has changed as the ESD transitions to a virtual construct and delivers to users the vESD.

vESD is a software program that assists users in resolving computer problems on their own versus having to call the Air Force ESD.  The tool is accessed by clicking on an icon on the computer's desktop.  Once clicked, vESD provides initial diagnosis and performs a series of basic queries to ensure the system is working properly. Should the problem persist, users will then have the option of going through additional troubleshooting steps.

If vESD is unable to resolve the issue, users can contact their unit information assurance officer, or IAO, to create trouble tickets to escalate the issue. In addition to problem solving, vESD allows users to check on the current status of previously submitted trouble tickets.

Another benefit of vESD is the elimination of long hold times when calling the Air Force ESD.  Previously, users who experienced account or network problems over the last few years have called a central customer service hub. However, with a customer base of more than 650,000 people, the ESD's automated phone system had been significantly overburdened, which led to a cascade of inefficiencies and call wait times up to 45 minutes.

The vESD software aims to resolve customer problems without the wait time.

In addition, to reduce the queues and wait time, the ESD initiated several successful automation initiatives. One of these was the digital tool known as IAO Express. This tool was specifically developed to help address the three most common requests made to the ESD: creating new user accounts, known as provisioning; moving a user account between bases of assignment; and removing unneeded accounts from the Air Force network, known as de-provision.

Unit IAOs at Buckley AFB are now able to access IAO Express to submit a number of common requests without the need to pick up the telephone. Once submitted, the request is prioritized and inserted into a batch file which is then automatically processed by Air Force Directory Services.

Together, vESD and IAO Express are the next steps in virtualizing customer support and directly support our charge to constantly look for smarter ways of doing business.

A vESD User Guide will be available with the tool, and more information as well as the vESD User's Guide can currently be found on the ESD Portal.
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