RAF Mildenhall help desk goes virtual

  • Published
  • By Staff Reports
  • 100th Air Refueling Wing Public Affairs
RAF MILDENHALL, England --  The Air Force Enterprise Service Desk recently transitioned platforms from a phone-based service to a web-based application to make it more accessible for Air Force personnel.

Recognizing technology could help relieve the strain on the system, Lt. Col. Mark Reith, 690th Network Support Squadron commander, directed the development of automated tools which will empower individuals to resolve the most common issues experienced by Air Force users.

"These tools are projected to automate approximately 70 to 80 percent of user help requests and are in the process of rolling out across the Air Force," Reith said.

Initial results indicate dramatic improvements. The average call wait time was reduced from more than 20 minutes to less than five minutes. Additionally, a backlog of nearly 13,000 help desk tickets was virtually eliminated, allowing technicians to focus on current issues.  As automated capabilities are proven and continue to grow, the system will become even more responsive.

RAF Mildenhall deployed the virtual ESD to each computer user's standard desktop computer screen Dec. 8, 2014, putting a vESD icon on all personnel's desktop screen. The application is the starting point for users to resolve common computing issues at their level. 

These common issues include e-mail, desktop, laptop, mobile devices, network, software, hardware and other user account capabilities. The tool is designed to be easy to use and intuitive for all levels of users. 

If the vESD cannot resolve an issue, it will automatically generate a help desk ticket and submit it to the local 100th Communications Squadron communications focal point for further troubleshooting. The application tracks help desk tickets and permits status checks of any current incident requests, solicits user feedback, and provides contact information for more help.

Through maximum usage of the automated tools, the Air Force can let automation take some of that workload. The ESD transformation is one step toward reducing overhead costs and increasing efficiencies, while working toward improved service and effectiveness for all Air Force personnel.

For more information, contact the RAF Mildenhall CFP at DSN 238-2666 or commercial at 01638 542666.