by Senior Airman Lynsie Nichols
502nd Air Base Wing Public Affairs
5/21/2014 - JOINT BASE SAN ANTONIO-LACKLAND, Texas -- The
personnel at the 690th Network Support Squadron at Joint Base San
Antonio-Lackland Kelly Field Annex are working hard to put an end to
long periods of telephone waiting time with a new product called the
Virtual Enterprise Service Desk.
The product, also known as vESD, is a client-based application that
serves as a communication platform between the Air Force Enterprise
Service Desk and all 850,000 plus users in the Air Force network.
Currently, the product is going through a trial period and is expected
to be released in October 2014.
The ESD provides computer related support to all Air Force military and
civilian personnel. The 690th NSS is responsible for establishing,
operating and maintaining the ESD.
"This tool helps modernize cyber operations across the Air Force," said
Lt. Col. Mark Reith, 690th NSS unit commander. "It brings the Air Force
into industry standards and allows us to use our precious human
resources more effectively."
Work on the application began in March 2014 when the 690th NSS partnered
with the Air Force Life Cycle Management Center and the Air Force
Integration Center. AFLCMC is the program management office and AFNIC is
the cyber engineering center for the Air Force.
The 690th NSS invited a mix of personnel with different levels of
computer based knowledge from across JBSA and the Air Force Personnel
Center to test the beta version of vESD at the ESD facility located at
JBSA-Lackland Kelley Field Annex, May 16, 2014.
"Our goal is to demonstrate the product and allow users to provide
feedback on its functionality and the ease of using the program," said
Jessie Mues, 690th NSS information specialist.
Currently, when users experience computer network issues, they must
submit a trouble ticket over the phone to the ESD, where wait times can
be long depending on call volume.
"For issues that are beyond minor, the user will submit an electronic
ticket through the [vESD] to request help, in which case the technician
can remotely access the computer to fix the issue," Reith said. "This
will be a major culture shift from the traditional route of calling a
centralized ESD phone number, but will make the ESD much more efficient
by providing all of the crucial information up front."
Michael Ward, 690th NSS flight chief of plans and requirements, added,
"Once this application becomes available, phone calls will no longer be
necessary except for extreme cases where connectivity is completely
The vESD will benefit the Air Force as a whole by educating and
empowering users to resolve their own issues as well as get status
updates on existing trouble tickets and allow them to provide feedback.
It will also cut-back on call time allowing more time for productivity.
"The vESD project leverages the consolidation and standardization that
the Air Force network architecture provides, and in doing so helps
realize unprecedented efficiencies," Reith said.
"I am excited about this product and it's potential," Ward added. "The vESD is the future of the Air Force help desk."