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News > Enterprise Service Desk will serve Air Force Network
Enterprise Service Desk will serve Air Force Network

Posted 2/9/2011   Updated 2/9/2011 Email story   Print story


from 375th Communications Squadron

2/9/2011 - SCOTT AIR FORCE BASE, Ill.  -- The migration of the Scott Air Force Base network to the Air Force Network will begin in less than two weeks and a team of communications experts are making the final preparations to move more than 12,000 organization and user accounts.

While the 375th Communications Squadron promises the change will be relatively transparent to users, an informed user-base will significantly help ease the transition to the new network since network issues will now be addressed through a new customer service platform.

Once the migration is complete, customers at Scott will continue to call the Communications Help Desk at 256-2666. However, for issues pertaining to a user account such as permissions in Microsoft Outlook, Global Address List entry, mapping to drives, and access to software, customers will now consult the Enterprise Service Desk.

Customers will continue to consult the traditional help desk for infrastructure issues like mass outages as well as for telephone, communications security and SIPRnet concerns.

Accompanying the migration are a few small additional responsibilities of the user. These new responsibilities are limited to knowing your unit's Information Assurance Officer, Trusted Agents and Client Support Technician, formerly known as a Client Support Administrator. Knowing which personnel fill these roles is vital because technicians will need to verify the trouble ticket through your IAO or trusted agent.

Each unit has a primary and alternate IAO. Those filling this role are responsible for several items surrounding network and information security. These tasks include the verification of organizational and personal e-mail boxes, distribution groups and file sharing as well as other user account tasks.

Trusted Agents perform the same functions as the IAOs but are found only in large organizations where it would be too cumbersome for one IAO to manage all personnel.

Network users should still go to their CST for the same issues previously addressed by those in that role including hardware and basic functionality issues. CSTs have the ability to forward an issue for further help if the issue is outside their realm of assistance.

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