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 June 11, 2010

News

Army Enterprise Service Desk support
to begin June 11 at Fort McCoy

Members of the Fort McCoy work force who receive computer Information Technology (IT) “Help Desk” support from the Fort McCoy Network Enterprise Center (NEC) will be supported by the Army Enterprise Service Desk (AESD), effective Friday, June 11.

Pam Needham, a Fort McCoy NEC IT Specialist, said the AESD will provide a single point of contact for IT service requests and supports the Army Global Network Enterprise Construct (GNEC). The AESD is operated by Army contractors and is available 24/7, the contact number is 1-866-335-2769.

The transition was made to provide better service to 7th Signal Command NEC customers, Needham said. In its role as an Enterprise Service Desk, AESD will provide services to all NEC and AKO customers. Their goal is to provide standard solutions to a vast number of computer problems.

Currently, Fort McCoy’s NEC Help Desk only provided customer assistance during normal business hours. Needham said AESD better meets the needs of all customers, especially those who work nonstandard hours.

Implementation of the AESD also will free up NEC’s technical staff to provide faster quality onsite IT support, Needham said.

Customers using the AESD must provide their computer name, serial number, customer name, phone number and building number to get service.

AESD technicians will attempt to solve the problem over the phone.
If that’s not possible, they will ask a series of questions that will provide pertinent information to Fort McCoy NEC technical staff, who will provide onsite support.

Anyone who dials the old Help Desk phone number at 608-388-3737 will be automatically forwarded to the new number. Needham said the old Help Desk number will be inactivated 30 days from June 11. NEC personnel ask customers to take note of the AESD number.

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