Air Force members get new app to solve their own computer problems Published Dec. 12, 2014 By Staff Air Force Space Command Public Affairs PETERSON AIR FORCE BASE, Colo. -- As the Air Force Enterprise Service Desk goes virtual, Air Force members will see a new application on their computer that allows them to immediately tackle and fix their minor IT issues. The Virtual Enterprise Service Desk 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. With vESD, the user simply clicks an icon on their desktop, answers some simple questions, and the software attempts repair. They effectively reach a virtual 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. Users who experienced account or network problems over the last 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. "Back in February, the average call wait time was around 20 minutes, but during peak periods this could easily run up to an hour," said Col. Chad Raduege, commander of the 690th Cyberspace Operations Group. "That's a 60 minute wait just to tell an ESD technician that you have a problem. Coupled with the ESD's backlog, our return to service time took up to seven days. That's unacceptable." "The ESD continues to modernize and retool in order to address the call wait times and return to service rates," said Lt. Col. Mark Reith, commander of the 690th Network Support Squadron and responsible for the ESD. "It started with an online tool called MyGAL, then we added IAO Express. These tools drastically improved user experience. Today the average wait time is 5-10 minutes and users should expect an average return to service time of about half a day." Tinker Computer Help Desk Recognizing that vESD has limitations and speaking to a live computer tech has advantages, the Tinker Communications Directorate is re-starting the base computer help desk for personnel on the Air Force network. The changeover is expected in late December with full capability available in January. The computer help desk will no longer forward computer calls to the ESD. Calls may be on hold typically an average of five minutes maximum. Calls will now be answered locally at Tinker by computer techs, who will record your ticket and remote into your machine on the spot to fix your problem (depending on call volume and nature of the problem). Tickets not resolved during first call will be referred to a back shop tech for follow up resolution direct to the customer. Tinker personnel will recall this is how the base computer help desk worked from 2006 until ESD stood up in August 2013. Many computer problems can be quickly resolved by users themselves by checking Tinker's Tier Zero website. The virtual ESD icon on your desktop will also enable users to resolve common issues and submit a ticket without any need to call. The recommended order for computer support is: · First, Tier Zero: https://52wwyk-as-0001.area52 .afnoapps.usaf.mil/tierzero/default.aspx · Second, Virtual ESD icon on your computer desktop · Third, call the Tinker Help Desk at 734-HELP (4357) The computer help desk will also handle telephone issues and route the tickets appropriately. Brenda Hill, director of the 72nd Air Base Wing Communication Directorate, said she is excited about the restart of the computer help desk. "We've come full circle on this and we're excited to have this capability and better service model for all Tinker customers," she said.