Virtual Enterprise Service Desk App coming to Whiteman

  • Published
  • By Airman 1st Class Joel Pfiester
  • 509th Bomb Wing Public Affairs
WHITEMAN AIR FORCE BASE, Mo. --  Team Whiteman will no longer have to wait on the phone to report a basic computer problem. Now, computer problems can be reported and potentially solved through a self-service application called the virtual Enterprise Service Desk (vESD). 

The vESD App will be pushed via automated means to NIPRNet computers beginning on Dec. 8, 2014.  Within a few days, all computers should receive it.
   
The vESD is a software program that assists users in resolving computer problems on their own versus having to call the Enterprise Service Desk (ESD). Users can access vESD by clicking on an icon on the computer's desktop. Once opened, vESD provides an 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, a trouble ticket will automatically be created and routed to the appropriate office depending on the problem identified.

In addition to problem solving, vESD allows users to check on the current status of previously submitted tickets.

"This is long overdue," said Maj. Eric Tucker, 509th Communications Squadron Commander. "Finally, technology is being used in a way that was only dreamed of back in 2005 when cyberspace was added to the Air Force mission statement.  The app will attempt to self-heal the computer.  If it doesn't automatically fix the problem, it will walk the user through some basic troubleshooting steps, and finally, if that is unsuccessful it will automatically create a ticket for the user." 

The new application will clear up the ESD's backlog, which previously had users waiting up to an hour on the phone, coupled with the wait time after obtaining a ticket number. In the future when customers have computer, network, or personnel wireless communications device issues, the first place they should go to is the vESD App on their desktop.  For user account issues, such as establishing, moving or deleting a user or organizational account, unlocking accounts, or adding users to network shared drives or SharePoint sites, customers should contact the Information Assurance Officer that is assigned to their unit.

"vESD is all about providing better customer service to users and using technology to efficiently fix computer issues," said Tucker. "With the Air Force the smallest since its inception, using automation is not a luxury - it's a necessity."

If customers need help with the vESD App or any other communications services, they can always contact the 509 CS CFP at 660 687-2666 or visit the Cyberspace Virtual Customer Service SharePoint site at https://cs1.eis.af.mil/sites/whiteman/int/509thBW/cshelpdesk/default.aspx.


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