IT Self-help through the Virtual Enterprise Service Desk

  • Published
  • By Master Sgt. Jessica Mattice
  • 477th Force Support Squadeon Knowledge
All unclassified computers on the Air Force network now have the Virtual
Enterprise Service Desk - or vESD - application. 

The application empowers users to resolve minor information technology
issues on his or her own.  vESD assists users in resolving problems with
e-mail, the AF network, hardware, software and phones.  This includes
mapping network drives, troubleshooting common access cards and CAC reader
issues, resolving website issues, and help with common peripherals
(keyboard, monitor, printer, etc.).

"This program works really well for resolving minor computer issues," said
Lt. Col. David Kurle, 477th Force Support Squadron commander. "It's a good
walk-through for the issues we don't deal with regularly and forget how to
accomplish - such as mapping printers, shared drives and the like.

"However, it's probably best not to rely on this for major issues with your
computer," he said.  "If you're experiencing issues that might be caused by
viruses, malware or other cyber-security concerns, please call the
communications element immediately."

The vESD application automatically generates a remedy ticket for any issues
it can't resolve, providing faster service to users. It also allows users to
check on the status of any trouble ticket and update personal information
through MyGal, the Air Force's global address list.   

For any account management issues, users will still contact the 477th FSS
Communications Element at 551-2666. 

Account management issues include items such as modifying security groups or
access to share drives.  Not having the vESD desktop application is another
reason to contact your local Communications Element. 

For assistance with SharePoint, the Air Force Portal, or the Electronic
Records Management drive contact the 477 FSS Knowledge Management section at
551-4796.