Services
Global Commercial Services has capabilities spread across multiple offshore locations in India. We have been providing RIM support for more than 10 years.
Remote monitoring consists of monitoring systems and transactions and responding accordingly to client protocol and procedures. The support typically consists of:
- Monitoring voice and data networks, which include network devices, severs and databases, using enterprise management tools
- ATM monitoring
- Transaction monitoring
Infrastructure management includes managing and supporting hardware, software and networks, including maintenance and administration tasks. It can include the following tasks:
- Server, desktop, laptop and Blackberry administration
- Level-one and level-two multichannel support across a wide range of products and line of business-specific applications, system problem resolutions related to desktop, notebooks and operating systems, and remote-user connectivity
- Office productivity tools support, including browsers and e-mail, new service requests, product usage queries, etc
- System/data backup, antivirus/patch management
- Configuration management
- Network problem resolution
- Network backups and routine maintenance
Help Desk and Issue Management
Help Desk and issue management provides support surrounding problem management, including resolution, customer support, tracking and escalation. Examples of Help Desk and issue management may include:
- IT Service Desk
- First-level technical support of e-mail
- E-ticket and voicemail processing
- User Administration
- User administration for all applications
- High-level password resets for applications
- Fulfillment
- Change management – single point of contact for all change requests in the production environment
- Problem management – single point of contact for all incidents, problems and requests for technology service delivery
- Telecom life cycle – link commissioning, inventory, billing verification, payment, etc.
- Remote project management
- Follow-up on trouble tickets to ensure problem resolution is within SLA specifications
Advanced Infrastructure Management
Advanced infrastructure management is the support and management of firewalls, network performance, and intrusion systems and alerts. Examples include:
- Management of LAN and WAN switches, routers, firewalls, IDS , IPS, etc.
- UNIX and database management
- Management of voice systems, such as ACD, call loggers and dialers
- Monitoring, troubleshooting and maintaining network operations via network operations control center technicians
- Monitoring and responding to alerts accordingly, ensuring alerts are acted on appropriately
- Syslog monitoring of data and voice devices