Help Desk Call Center Consulting and Support

For most small businesses, establishing and maintaining an in-house Help Desk Call Center is an expensive and risky undertaking. Even with large enterprises, internal Help Desks often evolve into problem tracking rather than problem solving organizations. This results in higher costs per reported problem, low user satisfaction with IT staff, and reduced customer productivity. Progent's Help Desk Outsourcing Support Services offer an affordable and effective Help Desk solution that can significantly improve IT service levels and enhance the value of your information network.

Progent's Help Desk Outsourcing Support Services are designed especially for small businesses who need immediate access to a Help Desk Call Center with expert phone support and full escalation capability but who have to work within a limited IT budget. Key features of Progent's Help Desk Outsourcing Support Services include:

• Call Center Phone Support for Windows XP and Vista desktop help and network troubleshooting is provided by Progent's staff of Microsoft-certified experts. The experience of Progent's support specialists allows them to achieve a high rate of first-call problem resolution, which lowers cost per incident and increases customer productivity.

• Optional Secure Remote Access allows Progent's support experts to see exactly what your customers see and makes it possible to find quick solutions to problems that might otherwise require an expensive onsite visit.

• Initial System Assessment gives Progent the opportunity to evaluate and record desktop configurations, network architecture and security, and critical applications. This optional service speeds up problem resolution by providing Progent's support experts with a comprehensive technical context from which to analyze Help Desk incidents.

• Expert Prioritization and Escalation, based on Progent's broad experience providing phone support, makes it possible to determine which problems require immediate remediation and which problems are appropriate for scheduled resolution. Because Progent has extensive networking and applications capabilities, Progent can respond quickly to escalation points with field-level experts certified by Microsoft and Cisco. Progent offers onsite service anywhere in the San Francisco Bay Area, Northern California, and major cities throughout the U.S.

• Virtual Help Desk Services can operate as a primary help desk for your organization, as an escalation resource for tricky technical issues, or as an overflow when internal resources are too busy to respond. As an integrated extension of internal staff resources, Progent's Virtual Help Desk includes advanced call center features such as a dedicated phone number with customer-specific greeting and automatic routing of calls to staff members set up and trained for the specific account.

• By-the-Minute Billing allows you to pay only for the Help Desk support services that you receive. You are protected from paying big invoices for quick repairs. There are no retainer or subscriber fees, and no startup or termination charges. Optional services such as system assessment or setting up secure remote access are also billed by the minute.

• Applications Expertise is available from Progent's Application Experts Team, a group of specialists with in-depth knowledge and long working experience in key technologies. Application support offered by the Application Experts Team includes:

  Great Plains Software Consulting, Programming Microsoft CRM Help and Training Microsoft Project Support and Training Microsoft Excel Consulting and Training Microsoft Word Consulting and Training Crystal Reports, Access, and FRx Consulting UNIX, Linux and Solaris Integration Help Macintosh Help and Network Support