/3/2012 - JOINT BASE SAN ANTONIO-LACKLAND, Texas –
Computer problems?
Not a problem for customers at Joint Base San Antonio-Lackland when the 802nd Communications Squadron answers the call.
The squadron's small computer shop handles all the communications trouble tickets for its parent unit, the 802nd Mission Support Group, and the largest training wing in the Air Force, the 37th Training Wing. The shop of 36 client support technicians takes care of the more than 9,000 computer users in the two organizations.
The mission of the CST Airmen is to address computer issues for computer users, and with the countless computer issues they face, one wonders how they can handle all issues and trouble tickets.
A big factor is the shop's customer support policy. The shop has a strict 72-hour response and resolve policy.
From the time a trouble ticket is received to the time the technician solves the issue, "I want the ticket closed and the problem resolved within 72 hours. It shouldn't take more than that," said Tech. Sgt. Jason Phillips, client service center NCO in charge.
After each work order is completed, the technician sends the customer a feedback survey to follow up and ask about the service, said Phillips.
"We have the option to troubleshoot (a PC) remotely but we prefer to go out to the shops. Sometimes people don't answer their phones and when we remote in they think something is wrong with their system and so they turn off their computers," said Staff Sgt. Christopher Barrow, one of the shop's client support technicians.
"Besides, we like to interact with our customers directly. That way we can check on anyone else who hasn't submitted a ticket and fix their issue on the spot," he said.
"Our technicians are very customer-oriented and have received nothing but great feedback. They are rated on quality of work, timeliness, cleanliness, appearance and politeness," said Phillips.
Feedback from one customer survey stated: "A1C (Aaron) Horan and A1C (Justin) Evans took the time to totally troubleshoot my computer and I was impressed with their knowledge of what the possible problems were. They had my system up and running in no time!"
"I think we receive such great feedback because people aren't used to this type of service. We always go out to the units in teams and our customers are shocked," said Barrow.
On the extremely rare occasion when there aren't any trouble tickets waiting, the technicians do what they call a "comm sweep." They visit offices throughout the 802nd MSG and 37th TRW to see if there are any issues to resolve. They let customers know they are there, and ask them to call if there are any computer problems.
The sweeps are successful because computer users often choose not to submit a trouble ticket, said Barrow. "They feel it takes too long. The visits expedite the process of getting a computer issue resolved, and the customers know they are getting personalized help."
The technicians do much more than visit offices and work on trouble tickets. They also take care of security vulnerabilities on the network, last-minute classroom upgrades, and the removal of illegal or non-approved software from military systems on base.
When these issues or tasks arise, Phillips said a team is put together to work the appropriate shifts, whether it means staying late on a Friday or working through the night.
"Because most users need their computers during the day to get their work done, we have to remote in after normal duty hours," said Phillips.
Phillips and Barrow credit teamwork for the great customer feedback and mention that the only issues customers ever have is understanding that the 802nd CS technicians do not handle every computer or network issue on base.
"The most challenging part of my job is getting the customer to understand what my shop's responsibility is and what other shops are responsible for. The customers assume that, because we are computers guys, we can solve any computer or network issue. When they need something that does not fall under us, we have to refer them to the correct center and we know customers hate that," said Barrow.