New virtual ESD program is available on AETC computers Published Nov. 18, 2014 By Airman 1st Class Devin Boyer 17th Training Wing Public Affairs GOODFELLOW AIR FORCE BASE, Texas -- As of Nov. 16, all Air Education and Training Command members have access to the virtual Enterprise Service Desk, a program that provides Air Force customers automatic resolution to common information technology problems. Customers wait in a queue along with 250,000 other callers each month to reach the Air Force ESD for assistance with unexpected errors resulting in long wait times. "As the wing Information Assurance Officer, I find it hard to keep others productive when they are having computer-related issues if my tech support is more than a two-hour wait," said Airman 1st Class Tino J. Rodriguez, 17th Training Wing Staff IAO. The vESD mitigates calling, which in turn saves time. "Creating a ticket to get a technician to fix an issue can be several days," said Kevin W. Grimes, 17th Communications Squadron Operations Flight director. "This tool gives you the ability to fix certain problems on your own, and if you are unable to correct the problem on your own, it will generate a ticket on your behalf; thus, eliminating the need to make a call to the ESD or to go through the process of creating a ticket yourself." According to an Air Force Space Command Public Affairs article, initial results from using the vESD show improvements. The average call wait time was reduced from more than 20 minutes to less than five minutes. Additionally, the program eliminated 13,000 help desk tickets allowing technicians to focus on current issues. The current version of vESD available for all AETC users only have features relating to email and phone issues as well as the capability to update Global Access List entries, check trouble ticket status and leave feedback. Individuals will have access to network, hardware and software troubleshooting in future versions of vESD.
