5th Communication Squadron
12/2/2014 - MINOT AIR FORCE BASE, N.D. -- A
new Air Force communications program called the Virtual Enterprise
Service Desk is scheduled to be deployed to every Air Force Global
Strike Command NIPRNet desktop on Dec. 8, 2014.
Although, no date has been established yet as to when vESD will become
the primary conduit for incident reporting and resolution, the Air Force
goal's is to transition from the ESD being manned 24 hours a day to the
vESD system. The ESD will continue to take phone calls for incident
actions until vESD is fully deployed and operational with a burn-in
Currently, when users have a problem, they call the enterprise service
desk and open a ticket. A ticket provides a breakdown of what needs to
be completed to the requestors computer and when they called the desk
for this issue. The ESD technician attempts to solve their problem
during that phone call or they transfer the ticket to the appropriate
agency if it's not a quick fix.
With vESD, the user simply clicks an icon on their desktop, answers some
questions and the software attempts to repair the issue. They
effectively reach a "Cyber/Virtual" ESD technician who, similar to a
human technician, immediately attempts to fix the computer.
Additionally, it performs its own "health check" of the user's computer.
If it can't resolve the problem, vESD will automatically initiate a
ticket and route it immediately to the appropriate office at the 561st
Network Operations Squadron or the Minot Air Force Base Communications
Focal Point, depending on the problem identified. Users can also enter
their ticket number into the vESD software to check on the status of
tickets they have submitted.
The vESD should alleviate some of the bottleneck users currently
experience when trying to access the ESD help desk via limited phone
lines. It is the final phase of a three-phase plan to completely
transform how the Air Force tackles cyber customer support and improve
the customer's experience.
This new system will include customers in the resolution process and
provide better communication on the issues they're facing. As the Air
Force gets smaller, this type of automation and innovation will be key
for the communication squadron to successfully provide cyber
communications to Minot AFB's war fighters.