In most IT environments, only a small percentage of Help Desk service requests are resolved on the first call. Consequently, clients rarely have a positive image of Help Desks. Progent's worldwide online remote support organization is modeled on Progent's proven concept of the Help Desk as a solutions-driven team of service professionals who combine the expertise and efficiency of certified engineers with the visibility and tracking advantages of traditional Help Desks. Whether your business wants immediate, one-time access to urgent online support, a dependable ongoing outsourced Help Desk service provider, a transparent extension of your in-house Help Desk, or consulting expertise for creating or improving your own Help Desk, Progent can show you a cost-effective path to an effective solution.

Progent's Help Desk services and consulting expertise cover four areas of network support and management and are intended to address the needs of businesses of any size from small offices to large enterprises:


The Help Desk Model
For IT Service Delivery
All of Progent's IT support services other than ongoing consulting projects are based on a proven Help Desk model refined during more than 20 years of providing online assistance and troubleshooting to businesses worldwide. Progent's Help Desk service delivery model gives small businesses an alternative to the disadvantages of freelance consultants by offering the broad and in-depth technical expertise, consistency of service, and 24x7 availability of a larger service organization, plus the visible ticket tracking and follow-through of a well-managed Help Desk. Find out more about Progent's Help Desk Model for IT Support.

Help Desk Outsourcing Services
Progent's Help Desk Outsourcing Services are intended primarily for small companies who need the immediate availability of a professional Help Desk with effective phone support and the ability to escalate problems, but who have limited budgets and management bandwidth. By utilizing Progent's Help Desk Outsourcing Services, small businesses save money and administrative hassle and benefit from enterprise-class phone support and online troubleshooting. Find out more about Progent's Help Desk Outsourcing Services.

Virtual Help Desk Services
Progent’s Virtual Help Desk is a seamless extension of your in-house or contract Help Desk resources. Progent can operate as a primary Help Desk for your organization, act as an escalation resource for tough technical problems, or be available in overflow situations when your other resources are too busy. With expert support, transparent integration with your existing Help Desk, and efficient by-the-minute billing with no minimum call time, Progent's Virtual Help Desk is a valuable resource to augment your internal staff or contractors. Find out more about Progent's Virtual Help Desk Services.

Help Desk Consulting
and Staffing Services
Progent's Help Desk Consulting Services can assist you in building an effective new Help Desk or improving your current one, selecting or customizing Help Desk software to meet the special needs of your business, or adding temporary staff to supplement your internal Help Desk resources during high-demand events such as migrations or upgrades. Find out more about Progent's Help Desk Consulting and Staffing Services.

Why Choose Progent?
Progent is a Microsoft Gold Certified Partner and Progent's Help Desk staff of Microsoft and Cisco certified experts gives your customers easy access to a dependable technical resource with years of experience providing phone support and remote access troubleshooting for networks based on Microsoft technology. Progent's focus is on giving the Help Desk a positive image as a solid contributor to company performance. Progent's goal is to resolve rather than merely report problems. Progent's target for long-term clients is to exceed 80% first-call resolution. First-call resolution is a significant factor in reducing the average cost of Help Desk calls, improving the image of IT generally and the Help Desk specifically, and improving user productivity and satisfaction.

How to Get Started with Progent's Help Desk Call Center
To find out how Progent's Help Desk Services can help your company, call 800-993-9400 or email call-center-help@progent.com.

If you are not currently a client of Progent and you are in urgent need of online technical support, you can request immediate help now by visiting Progent's Technical Response Center Sign-up page.