Hi.. I have joined as a helpdesk executive where i have to solve issues for customers in terms of not able to access their banking software applications like password reset,troubleshooting their access to login their account through voice and data.When i asked them they said its remote infrastructure management they are doing.And my seniors manage user administration,profile maintenance for their applications.What i want to know is, is this career in remote infrastructure good?Will RIM provide career growth for me? What’s the maximum pay that can i get after 5 to 6 years of experience in this field?Since they have put me in voice and data i am confused and afraid weather i will end up my career in call centre?Can i show this as experience in RIM in job profile and can i grow in this.Please clarify.This is very important to me.I will be very grateful if anyone clarify me on this.Thanks a lot

Hi,

I currently manage a company which offer a service called Remote Managed Services, often referred to as RMS, where we assume the responsibility for the deployment and management of all infrastructural IT issues within a business. This includes all the tasks associated with the day to day administration and ongoing management of the network such as user administration, back up monitoring, patch management and software upgrades etc. One of the key elements of the service is that it is proactive. We monitor the network on an ongoing basis and can identify potential issues before they arise. Usually the customer will not even know about a problem as it will have been identified and resolved before they become aware of it. Another unique feature which makes this offering very attractive is that once engaged, we also become the businesses strategic IT partner, consulting with them on how they can align IT with business drivers, and helping them to make investment decisions at a more strategic level so that they will have a more measurable impact on the overall business performance.

Many of our competitors offer services which they also refer to as ‘Remote Managed Services’ or ‘Remote Management’. To varying degrees, the fundamental difference between our service and what is offered by our competitors is that they simply respond remotely to issues on the network as they arise. A user reports a problem to them and they dial in remotely to fix it. Really this service is equivalent to what you could descibe as a reactive remotely managed network maintenance contract. Usually these offerings have no proactive element nor does the IT service provider act as a strategic IT partner.

I was wondering if anyone had any ideas of new names for our offering which descibes more accurately what the service entails and which adequately differentiates our service from that offered by the competition ?