The lines are now open

U.S. Air Force Staff Sgt. Vanessa Boggs, 366th Communications Squadron client systems technician, assists a customer over the phone, Jan. 9, 2014, at Mountain Home Air Force Base, Idaho. The 366th CS implemented a new satellite site process in order to provide the fastest level of service possible. (U.S. Air Force photo by Senior Airman Caitlin Guinazu/Released)

The lines are now open

Andrew M. Vande Hei, 366th Communications Squadron personal wireless communications system manager, repairs a land mobile radio by replacing the display module, Jan. 9, 2014, at Mountain Home Air Force Base, Idaho. The Communications Focal Point consists of 13 technicians, serving 3,900 customers and resolving about 200 requests monthly across MHAFB. (U.S. Air Force photo by Senior Airman Caitlin Guinazu/Released)

The lines are now open

U.S. Air Force Airman 1st Class Lamar Wesco, 366th Communications Squadron client systems technician, repairs a computer tower, Jan. 9, 2014, at Mountain Home Air Force Base, Idaho. Picking up as much as 40 percent of local calls made to the ESD, the new satellite site process expedites ticket submissions for resolving computer issues. (U.S. Air Force photo by Senior Airman Caitlin Guinazu/Released)

The lines are now open

Members of the 366th Communications Squadron pose for a group photo, Jan. 9, 2014, at Mountain Home Air Force Base, Idaho. Maintaining responsibility for all telephones, BlackBerrys, land mobile radios, aircraft landing systems and classified network trouble calls, the CS is critical to the Air Force mission. (U.S. Air Force photo by Senior Airman Caitlin Guinazu/Released)

The lines are now open

Published Jan. 9, 2014
By Senior Airman Caitlin Guinazu
366th Fighter Wing Public Affairs

MOUNTAIN HOME AIR FORCE BASE, Idaho -- The 366th Communications Squadron Focal Point technicians now assist Mountain Home Air Force Base by answering Enterprise Service Desk issues.

In the past Gunfighters would request support by calling the centralized 24/7 ESD with any questions or concerns. The ESD would then pass a trouble ticket down to the base communication focal point to resolve the issue.

Now the calls pass through CFP personnel to be resolved or transferred to one of the ESD lines only if no technicians are available.

"One of the reasons for this change was that people were on hold too long and issues weren't being resolved fast enough," said Tech. Sgt. Melissa Fortner, 366th CS focal point NCO in charge. "We wanted to help our users get the issues resolved as quickly and efficiently as possible."

The new process, called the satellite site, was implemented in October 2013 to provide the fastest level of service possible. Picking up as much as 40 percent of local calls made to the ESD, this new process expedites ticket submissions and resolves computer issues.

"One of the benefits of the satellite site is we're familiar with local issues," said Fortner. "We know what our people use on base and can go in and fix them right away."

The CFP consists of 13 technicians, serving 3,900 customers and resolving about 200 requests monthly across MHAFB.

"Originally it could take as long as 20 days for a ticket to be resolved," said Staff Sgt. Adam Spencer, CFP Assistant NCOIC. "The average time on a ticket now is about three to five days, this cuts out 75 percent of the wait time."

Responsible for maintaining all telephones, BlackBerrys, land mobile radios, aircraft landing systems and classified network trouble calls, proves the CS to be a critical asset to the Air Force mission.

"Our job as CFP is important because we serve Gunfighters as efficiently as possible," said Fortner. "With the ESD satellite program we believe we can help get those tickets resolved faster, without the hassle."