Town hall briefings to explain Enterprise Service Desk

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WRIGHT-PATTERSON AIR FORCE BASE, Ohio --  A series of town hall briefings have been set to inform the Wright-Patterson Air Force Base community about the Enterprise Service Desk's (ESD) upcoming transition to an entirely virtual system (vESD). The ESD is currently the mechanism for obtaining assistance with computer trouble tickets.

The change will be occurring across the entire Air Force. All NIPRnet users are highly encouraged to attend.

The briefings will be held at the base theater, Kittyhawk   Center, Area A:
   › Dec. 9, 10-10:30 a.m.
   › Dec. 10, 9-9:30 a.m. and 1-1:30 p.m.
   › Dec. 11, 7-7:30 a.m. and 1-1:30 a.m.

The briefing is expected to last up to 15 minutes with the remaining time, up to 45 minutes, for questions and answers.

The vESD client-based application started appearing on users' desktops Dec. 1. This app allows users to solve common issues and self-initiate trouble tickets for email, desktop, laptop and mobile phones. It will also eventually include network, software, hardware and other user account capabilities.

The application also allows for status checks of current   trouble tickets, offers a feedback mechanism and provides further contact information for help.

With vESD, the user simply clicks the icon on their desktop, answers some simple troubleshooting questions, and the vESD software attempts to repair your issue. The automated ESD self-help system will empower users to immediately remedy their requests. This process should alleviate some of the bottlenecks users currently experience when trying to access the ESD Help Desk (DSN 510-HELPDESK) via limited phone lines.

The move is also intended to save money. The vESD is realigning resources to reduce costs and eliminate redundant   , inefficient and out-of-date programs and processes. The reorganization will leverage new automated programs to better assist AFNet users and streamline processes while reducing shortfalls. It will also reduce equipment and maintenance costs associated with mission execution at multiple locations.

During the transition, the ESD will continue to take user phone calls until mid-February 2015. After that date, the 88th Communications Squadron/Communications Focal Point (656-COMM) will be fielding user calls for problems which cannot be resolved through vESD. 88 CS will provide additional details to the base populace as the February 2015 transition approaches.