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New system improves computer troubleshooting

PETERSON AIR FORCE BASE, Colo. -- For the past three years, Peterson Air Force Base personnel with computer or e-mail problems were directed to contact the Air Force Enterprise Service Desk. This process changed March 30 for Peterson unclassified users as the ESD transitions to the client-based application construct supported by Virtual Enterprise Service Desk or vESD.

All Air Force unclassified computers on the Peterson network initially received vESD last October, vESD 2.1 was recently released and includes an updated announcements section, new Virtual Private Network troubleshooting and additional enhancements to aid users in resolving computer problems. vESD is accessed by clicking on an icon on the computer's desktop. Once clicked, vESD provides an initial diagnosis and performs a series of basic queries to ensure the system is working properly. Should the problem persist, users will then have the option of going through additional troubleshooting steps. If vESD is unable to resolve the issue, users can create trouble tickets to escalate the issue. Besides problem-solving, vESD also allows users to check on the current status of previously submitted trouble tickets.

In addition to vESD, the ESD initiated several other successful automation initiatives. One of these is the digital tool known as Information Assurance Officer Express. This tool was specifically developed to help address the three most common requests made to the ESD: creating new user accounts, known as provisioning, moving a user account between bases of assignment, and removing unneeded accounts from the Air Force network, known as de-provision. Unit Cyber Security Liaisons, formerly known as IAOs, are now able to access IAO Express to submit a number of common requests without the need to pick up the telephone.

Together, vESD and IAO Express are the next steps in virtualizing customer support and directly support the charge to constantly look for smarter ways of doing business. For more information or self-help, click on the vESD icon on your desktop or contact your unit CSL.

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