The Air Force is rolling out a new network customer service app to better assist its customer base of over 650,000 people, who until now have had to call a central customer service phone hub with wait times of up to 30 minutes, and response times that can take up to a week.
The Air Force saysas many as 175 callers cue up at any given time for phone support, which has lead to a backlog of 13,000 requests growing by about 1,500 each week.
The virtual enterprise service desk – vESD, is being rolled out in August(first at Joint Base San Antonio – Lackland). It is a client-based application that allows the user to solve common issues and self-initiate trouble tickets for e-mail, desktop, laptop and mobile devices, and will eventually include network, software, hardware and other user account capabilities, the Air Force said. It also said the application would also allow for status checks of any current incident requests, feedback submission and provides further contact information for more help.
Link: http://www.af.mil/News/ArticleDisplay/tabid/223/Article/494266/cyber-airmen-create-virtual-help-desk.aspx
