Help Desk Consulting and Support

Progent's Virtual Help Desk
Larger companies typically want help desk services to be a seamless extension of the corporate IT support organization. Client access to the help desk, delivery of support, problem escalation, ticket tracking, and maintenance of the support database should be consistent regardless of whether IT problems are resolved via in-house resources or through an outsourced help desk service. Progent's Virtual Desk Services are designed to address all these issues.

Progent's Virtual Help Desk services are an integrated extension of your internal IT service staff. This can include advanced call center features such as a dedicated phone number with customer-specific greeting. Progent can also rout calls automatically to staff members who are specifically set up and trained to support your account. In addition, Progent's staff can use and manage trouble tickets with any customer trouble ticket system for transparent integration with your internal support services.

Advantages of Progent's Virtual Help Desk
Progent's Virtual Help Desk services offer a range of benefits that allow you to provide your clients with fast and effective support while at the same time saving you money and reducing administrative hassle. Benefits of Progent's Virtual Help Desk services include:

• High-end expertise the minute you call
  Progent is a Microsoft Gold Certified Partner with a proven model of providing high-end expertise beginning with the initial call to Progent's Technical Response Center. Progent's Call Center is staffed by seasoned MCSE-certified network engineers. There are no tier 1 or tier 2 personnel for your clients to push their way through to get to someone who can solve their problem. In the event a request requires specialized expertise, the Technical Response Center will hook your clients up with one of Progent's senior consultants such as a Cisco CCIE network professional or a CISSP-certified security expert.

• Extension of internal resources
  Progent’s Virtual Help Desk is an extension of your internal or other contract resources. Once signed up as a client, you can utilize Progent’s Remote Help Desk Services and have immediate access to Progent’s large pool of technical expertise. Progent can operate as a primary help desk for your organization, act as an escalation resource for tricky technical issues, or be available in overflow situations when internal resources are too busy to respond. With expert help and efficient billing by the minute with no minimum call time, Progent is a valuable resource to augment your internal staff or contractors.

• Front line for support for urgent client issues
  Problems that can be diagnosed and resolved remotely will be taken care of quickly and efficiently by Progent's Remote Support staff. For problems that require on-site dispatch, the Technical Response Center can coordinate with Progent’s on-site team to get a qualified resource out quickly.

• Per-Minute billing
  By-the-minute billing granularity means that you are invoiced only for the Help Desk services that Progent actually delivers. This avoids big bills for minor repairs. Progent charges no retainer, subscriber, or termination charges. Optional services such as system assessment, setting up secure remote access, and integration with your existing help desk environment are also billed by the minute.

How to Get Started with Progent's Virtual Help Desk
To find out more about Progent's Virtual Help Desk services, call 800-993-9400 or email call-center-help@progent.com.