Virtual computer help desk implemented at Dyess

  • Published
  • By Senior Airman Shannon Hall
  • 7th Bomb Wing Public Affairs
DYESS AIR FORCE BASE, Texas --  The Air Force is implementing the Virtual Enterprise Service Desk across the Air Force to better serve Airmen who encounter basic computer issues. Dyess successfully completed its base-wide software update on Jan. 12, 2015.

The vESD program was created to trouble shoot computer related issues, most of the time right on the customer's computer. It is now Airmen's first option for fixing any computer-related problems they encounter.

"Here at the 7th Communications Squadron we have a handful of Airmen trying to solve computer issues for a base of more than 5,000 people," said 2nd Lt. Hector Roldan, 7th CS network control center officer in charge. "The vESD will help alleviate some of the pressure we feel here and give customers a chance to solve the issue before needing to contact us."

The vESD was automatically installed on all unsecure internet protocol router networks to resolve computer issues without having to bring out a technician for visits and to decrease wait times.

"With this program we will have less of a need to schedule appointments to fix trivial problems and more time to mission essential needs on base," Roldan said. "This saves time for both base communication squadrons and for the clients who have to wait for their base communications personnel to come out and fix issues."

Most computers have the vESD icon visible on the desktop, if not they can search for it on their computer by clicking the start button and searching vESD. Once the program has loaded, there are different options for customers to choose from which pertain to their specific computer issue like email, network, software, etc. Additionally, customers can track the status of active tickets they have already submitted through the "my tickets" icon.

vESD is a versatile program, but for some issues, there will always need to be an Airman present to ensure the security of our network.

"We will still be handling issues like hardware not functioning correctly, issues with AFNET account creation and modification and permissions to share drives," Roldan said. "Cyberspace is a very complicated frontier and will always need the help of local troubleshooters."

For the vESD to reach its full potential, the 7th CS suggests users acclimate themselves with the program.

"I encourage everyone to take a couple of minutes to familiarize themselves with the program," Roldan said. "Open it up and see the options it has and the issues it can help you with. The more you know about it, the more you'll know how it can benefit you."