Progent's Consulting, Help Desk Call Center, and Ticketing for IT Service Organizations in Albany
ProgentProgent's consulting support for IT service firms in Albany New York allows your company to provide your customers Progent's consulting and Help Desk Call Center support using your brand as a seamless supplement to your in-house IT support group. These services can ease the way for you to add to your revenue, close gaps in your service catalog, satisfy your customers, and increase your bottom line.

Progent's team of network experts, PC support specialists, IT admins, and data security consultants have worked as seamless supplements to the IT staffs of some of the world's biggest IT service firms. Progent's range of technical knowledge allows you to add to the scope of your IT support practice, and Progent's close integration with your support team lets you elevate and protect your company's brand.

Progent is a network support company with two decades of experience providing remote expertise to small and mid-size organizations. Progent is a Microsoft Partner and has one of the biggest groups of Cisco-certified CCIE network experts of any private IT support firm in the world. Progent has provided remote technical assistance and advanced consulting to customers in every state in the U.S. (Check out recommendations from Progent's customers.)

Reselling Progent's Support Services Under Your Branding
Progent's reseller program for IT service firms offers transparent resale to your clients of professional IT services. Progent invoices your firm exclusively and works under your direction to deliver your customers support services under your branding. Also, Progent offers a low-cost Off-hours Support Service for clients who require 24x7 technical support.

Help Desk Call Center and Ticketing Services for IT Service Organizations
Ticketing is fundamental to an efficient IT Call Center. But modern ticketing systems are not only expensive to license and staff, but also difficult to configure and manage. Smaller IT support providers rarely have the necessary resources. Progent's Service Desk and ticketing program offers IT service organizations an economical way to retain their company branding while providing their customers world-class desktop support services built around an advanced ticketing platform and reinforced by fast escalation to high-level experts.

Features of Progent's Help Desk Call Center and Ticketing Program for IT Service Firms
Progent's Service Desk and ticketing program for IT support organizations leverages Progent's sizable investments in advanced ticketing technology, a remote desktop services staff, and a group of geographically dispersed subject matter experts. You can utilize Progent's ticketing system exclusively or Progent can set up data interchange with your current ticketing system. The standard and optional features offered with Progent's Call Center and ticketing solution enable you to expand your physical and virtual support workload, the diversity of technical issues your company can handle, the number of geographies you can serve, and your hours of availability.

Important features of Progent's Call Center and ticketing program for IT service organizations include:

  • Progent's remote desktop support staff delivers Level 1 end user help with 1-hour service level agreement (SLA) to begin work during standard business hours.
  • Normal support times are 5am to 7pm Pacific Standard Time, five days per week.
  • Extended hours support is offered at additional cost.
  • Optional onsite support in major metro areas is available throughout the country at additional cost.
  • You have full control of your clients and invoicing.
  • Your customers enter incident reports using your own branded web portal, an 800 phone number, or by sending an email to your assigned email address.
  • Each customer request automatically becomes an open request in the ticket system.
  • Service tickets can be monitored and updated remotely while they are active.
  • Optional escalation of Level 2 and Level 3 issues to Progent's or to your subject matter experts.
For additional details on Progent's Help Desk and ticketing outsourcing solution, see Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Organizations
Progent's consulting for network service providers allows you to become a sole source for virtually all technical guidance and troubleshooting your customers may require. You can grow your team and strategic in-house competencies at your own pace without having to say no to opportunities due to a gap in in-house expertise or the absence of bandwidth.

Important aspects of Progent's Reseller Program for IT Service Providers include:

  • Transparent Support: Progent acts as a seamless extension of your internal IT service group, under your coordination, and bills your firm rather than your client.
  • Granular Billing: Progent charges by the minute to reign in costs.
  • Extensive Reporting: Progent utilizes an enterprise-class service documentation platform to make sure all IT services performed are thoroughly described. This allows your IT support organization to shift service responsibilities to in-house personnel once you have sufficient staff and appropriate technical skills.
Major benefits of Progent's Reseller Program for IT Service Firms include:
  • Safely Grow Your IT Support Practice: You can easily and safely accept additional jobs outside your core areas of expertise and open new territories without exposure to the risks associated with increasing your full-time staff too rapidly.
  • Re-enforce Your Brand: You can solidify your mind share as a full-spectrum IT support firm by delivering more solutions to more customers using your own brand.
  • Add to Your Services Catalog: Progent offers world-class expertise in a wide array of technologies and can be a dependable reservoir of skills for expanding your IT support business.
  • Fast Problem Escalation: With a large team of top-level technology experts ready to help, Progent can transition quickly from Tier 1 to Tier 3 support so even the toughest issues get resolved fast.
  • Make Your Clients Happy: Happy clients are loyal. By joining with Progent, you can continue making your customers successful without ever forcing clients to look for help outside the fold.
  • Online Support Experts: For two decades, Progent has delivered online IT support ranging from Call Center services to high-level consulting. Effective online service cuts costs while delivering quick solutions.
  • Top Certifications: Progent's IT experts have earned top certifications from Microsoft, Cisco, Apple, VMware, Juniper, Palo Alto Networks, and other leading vendors. Progent's cybersecurity consultants have earned top certifications including CISSP, CISA, and CRISC. Learn more about Progent's technology certifications.
To read or download a PDF datasheet describing Progent's program for reselling Progent's IT services under your own name, download Progent's Reseller Program for Network Service Firms.

Progent's Areas of Expertise for Albany, New York Organizations
Progent's veteran team of certified consultants and technical experts can deliver Albany, New York companies a broad range of online consulting and troubleshooting services. Practice areas offered under Progent's reseller program for IT service providers include:

Learn More About Progent's Consulting Support for IT Service Providers in Albany, New York
To learn additional information about Progent's consulting support for IT service organizations in Albany, New York, call 1-800-993-9400 or see Contact Progent.