1. Desktop Management Services
    • Reactive and proactive alert notification services
    • Password resets
    • Account creation
    • Incident reporting and management
    • Monitor ticket queue and follow escalation process
    • Troubleshooting – Ping, trace route, nslookup, etc.
    • Device details and clarifications
    • Inventory details
    • Trend analysis
  2. Network Management Services
    • Handle direct customer calls and raise a ticket
    • Incident validation, reporting and escalation
    • Reactive and proactive alert notification services
    • Basic troubleshooting – Ping, trace route, nslookup, etc.
    • Weekly and monthly reports on performance, trends etc.
    • Device details and clarifications
    • Escalate issues to Level 2 support