“It may need to go to multiple entities within the communications squadron, maybe one person has to look at it and fix something, first, and then it goes to another so the ticket will be closed out faster.”Ĭombining all the different AFSCs into one office provides a larger skill set and knowledge base that will be available to the 99th CS when attempting to close out mission critical tickets. “Whenever you call in, you’ll talk to the communications focal point, and from there they will gather information to see where that ticket needs to go and who needs to fix it,” said Sweeden.
Since the 99th CS will be able to provide these services from one centralized area, the process of closing a ticket will become a much simpler one. Otherwise, we’re a call center where we collect, disseminate, track and report all communication related issues to the back shops, to our squadron leadership and as high as the Commander of Air Combat Control.”
We won’t go too deep into touch maintenance, unless it’s absolutely an emergency. We want to make sure that we are providing the same level of customer service from each technician.
“If a customer calls and has an issue with a computer and it’s a question that we can handle in a five minute time period, we will go ahead and address that issue to the best of our ability. Luis Figueroa, 99th CS NCO in-charge of the communications focal point. “Basically our goal is five minute customer service,” said Tech. With this addition, the 99th CS service center will be able to provide more services to customers as well as direct communications tickets. They’re the Airmen who are actually going to be able to come out and fix the computers or get you back on the network or bring your printer online.” “So now it’s a communications focal point, which Airmen initially call, and now we’re going to have a CST office, client services team, with a back shop office of computer technicians. “The communication focal point has split into two offices,” said Sweeden. With the splitting of the center into four separate departments, there will be the addition of another office that can be more hands on fixing customer issues. So it was the communications focal point, which happened to have back shop inside of it, executive communications, handling O-6 and above and command chiefs, and then the asset management office, who handles tracking computer assets and cellular accounts.” “Now, it’s four offices, where it was three before. “The communications squadron here at Nellis was working off the capacity of one AFSC in the client service center,” said Sweeden.
FOCALPOINT COMMUNICATIONS CODE
In the past, the communications focal point was only composed of one Air Force Specialty Code handling the workload, but recent changes have been made in order to complete the mission more successfully. “Similar to Civil Engineering, when you call in a trouble ticket for your air condition being out, you don’t call directly back to the AC shop, you call the focal point. Steven Sweeden, 99th CS section chief client service center. “The client service center here is the communications focal point for a lot of different issues, it’s the initial insertion into the communications squadron,” Master Sgt. When opening a ticket with the 99th CS, the first thing that Airmen will encounter is the client service center, also known as the communications focal point. Recently, the 99th CS has implemented a new strategy in order to ensure that customer service on Nellis AFB is readily available to all and that the missions of all base organizations can be accomplished. Handling the load of over 11,000 Airmen’s communication on Nellis Air Force Base is a job that rests on the shoulders of the 99th Communications Squadron.
0 kommentar(er)
