Virtual ESD: Just a click away

Base Info
The Virtual Enterprise Service Desk is a client-based desktop application that improves system availability and customer productivity by eliminating call wait times. (U.S. Air Force graphic by Senior Airman Taylor Curry)
The Virtual Enterprise Service Desk is a client-based desktop application that improves system availability and customer productivity by eliminating call wait times. (U.S. Air Force graphic by Senior Airman Taylor Curry)

Virtual ESD: Just a click away

by: Senior Airman Taylor Curry | .
8th Fighter Wing PAO | .
published: January 30, 2015

KUNSAN AIR BASE, Republic of Korea -- You may have noticed a new icon on your desktop within the last few weeks. If so, that's because the Enterprise Service Desk just released its Virtual ESD software on Pacific Air Force computers.

The vESD is a client-based desktop application that improves system availability and customer productivity by eliminating call wait times, thus providing faster return-to-service.

The ESD's main goal is to empower the Air Force community by automatically fixing common minor information technology problems associated with email, network, hardware, software, phones, and printer issues.

"Virtual ESD is software that gives users the ability to fix simple issues on their work computers," said Staff Sgt. Willie Lopez, 8th Communications Squadron NCO in charge. "The vESD will even work when users are experiencing a network outage."

The vESD application is automatically installed on every user's computer. As soon as the program opens, it immediately scans the workstation in order to provide feedback regarding the user's issue with the computer. It then walks them through the repair steps with text and pictures to achieve a resolution.

"We knew our customers were tired of the wait time with going through the ESD," said Lt. Col. Eric Trias, 690th Network Support Squadron Detachment 2 commander. "Even though we have reduced the wait time significantly, it's important for our customers to know we're committed to putting the right people on the right tasks with the overarching goal of return-to-service for the customer."

For any issues the vESD cannot resolve, assistance is provided through the program to submit a trouble ticket, and if access to the network is an issue, vESD will automatically send the ticket request.

"Virtual ESD will guide you through the process of fixing an issue," said Lopez. "In case a problem cannot be fixed, the system will ask if it fixed the issue and if you select 'no', it will send a notification of the issue directly to us at the communications focal point."

If you experience any problems with vESD or have an issue that needs further assistance, please call your local CFP.

"So far, I have found this transition to the new software to be very smooth," said Lopez. "It's reducing wait times, resolving issues quicker and removing the middle man."

Tags: Base Info
Related Content: No related content is available