New automated ESD help desk process cuts down wait time for customers

  • Published
  • By Tech. Sgt. Terri Paden
  • 15th Wing Public Affairs
JOINT BASE PEARL HARBOR-HICKAM, Hawaii --  The 690th Network Support Squadron Detachment 3 at JBPHH recently streamlined their Enterprise Service Desk trouble ticket process.

Information Assurance Officer Express was brought online to assist the ESD with the large volume of trouble tickets sitting in backlog, as well as to expedite the support process for new customers.

According to Tech. Sgt. Michael Conedy, 690th NSS mission area team lead of directory services, the ESD deals with two types of computer issues--requests and incidents. Requests are tickets for account requests, such as new account provisioning, being added to an organization account and security group requests, whereas incidents are tickets for problems which could cause work stoppage such as login errors or problems loading applications.

Previously, the two types of issues were handled by the same people leading to potentially longer wait times due to the extra time required to resolve incidents, but now IAO Express is equipped to handle the less complicated requests.

As an example, in the past, customers had to submit trouble tickets through the unit IAO then wait for their tickets to move through the queue before having their computer worked on. Now, tickets are vetted immediately upon submittal into the IAO Express. The system automatically works on request tickets on a first in, first out basis leaving only incidents for the ESD staff to handle.

Conedy said the system is also able to work on more than one request at time-a feat which was nearly impossible for his staff to do.

"Basically the process helped cut a backlog of approximately 1,600 tickets down to nearly 1,000 in the first month that it was brought online," said Staff Sgt. Brett Walker, 690th NSS senior crew chief. "The system closed out about 20,000 tickets in the month of May. That means there were 20,000 tickets automatically handled without being touched by a person, and tickets which may have otherwise taken weeks to get to were handled on the spot. This allowed ESD technicians to focus on the backlog of tickets, drastically reducing a backlog of more than 13,000 tickets in February to 163 post Memorial Day weekend."

Though automating the process eliminated the need for ESD personnel to work on "simple" tickets, Walker said what it really comes down to is better customer service. The new process now provides a more direct route for customer support.

"The new system frees up the manpower needed to work on more complicated issues," said Walker. "We want to shift our focus to eliminating the wait times on the phone calls that come in. Our goal is to have zero wait times for customers calling in for support. Someone will be able to pick up an incoming ticket and work on it immediately. This means customers spend less time waiting on the phone and less time waiting to have their ticket worked on."

Conedy said the program has had overwhelmingly positive feedback. Initially created as an avenue to send information directly to users, IAO Express has evolved into a workhorse.

"We encourage IAO's to utilize this," said Conedy. "Some people get stuck in the old way of doing things, but this is faster, more direct and efficient way of doing things. I think as members realize the efficiency garnered by IAO Express, usage will increase, which will be a huge win for all.

For more information about IAO Express visit ESD self-help site link: https://esd.us.af.mil or speak with a unit information assurance officer.