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AETC opens consolidated help desk

  • Published
  • By Tony Perez
  • 37th Training Wing Public Affairs
The Air Education and Training Command celebrated the formal commissioning of the AETC Consolidated Help Desk at KellyUSA with a ribbon cutting ceremony, Oct. 9. 

Col. Theresa Giorlando, AETC communications director, presided over the event.
The AETC CHD is a part of the Air Force Network Operations initiative to consolidate similar base-level information technology functions to reduce manpower requirements and operating costs. 

The AETC CHD, at end state, will provide command-wide level one and level two 24-hour support, seven days a week. 

Level one support is for initial contact and troubleshooting of users' calls and e-mails. 

Level two support consists of in-depth troubleshooting, installation and support for personal computer and server-based software, and securing the safety of data through the supervision of data backups. 

Lackland, Columbus AFB, Miss., and Laughlin AFB have already consolidated and are being serviced by the AETC CHD. 

The remainder of AETC base-level help desks are scheduled to consolidate into the AETC CHD by October 2008. 

"The single location is set up for resolving any communications challenges faced by networking professionals," Colonel Giorlando said. 

"It currently supports over 90,000 customers," the colonel said. 

The savings are significant. Currently across the command, there are 13 Network Control Center help desks employing 131 personnel (79 military, 35 civilian and 17 contractors), with operational costs of approximately $2.1 million a year. 

Overall, AETC will realize a 22 percent reduction in manpower and a 24 percent reduction in operating costs for help desk services. 

"This will serve as a benchmark for the Air Force to follow and a cornerstone for the AFNetOps Consolidated Help Desk," Colonel Giorlando said. 

The new AETC CHD plans to use 102 personnel, reducing the number of military and civilians. 

The new numbers are projected to be 44 military personnel, 24 civilians and 34 contractors. 

To reach the CHD, call 925-2900. However, people in need of immediate assistance should first contact their client support administrator.