Progent's Consulting, Help Desk Call Center, and Ticketing for IT Service Firms in Albany
ProgentProgent's consulting services for IT service firms in Albany New York enables your company to provide your clients Progent's consulting and Help Desk Call Center support with your own branding as a transparent extension of your in-house IT services group. This can ease the way for you to grow your revenue, flesh out your service portfolio, satisfy your clients, and increase your bottom line.

Progent's nationwide team of network experts, PC integration and troubleshooting specialists, network administrators, and data security professionals have worked as transparent extensions to the IT staffs of some of the world's largest IT service firms. Progent's range of expertise enables you to broaden the scope of your IT service business, and Progent's close integration with your support team helps you strengthen and preserve your branding.

Progent is an IT support company with 20 years of background delivering remote expertise to small and middle-size organizations. Progent is a Microsoft Partner and has one of the biggest groups of Cisco-certified CCIE network infrastructure engineers of any private IT services company in the world. Progent has delivered online technical assistance and advanced consulting to clients in every state in the U.S. (Check out recommendations from Progent's clients.)

Using Progent's Support Services With Your Branding
Progent's consulting program for IT service providers offers seamless resale to your clients of world-class IT services. Progent bills you exclusively and works under your direction to deliver your clients support services under your branding. Also, Progent offers a low-cost Off-hours Support Program for customers who need 24x7 support.

Help Desk and Ticketing Services for Network Service Organizations
Ticketing systems are the enabling technology behind an efficient service desk. But full-featured ticketing platforms are not just costly to license and staff, but also difficult to configure and manage. Small or niche IT service companies seldom have the necessary resources. Progent's Help Desk and ticketing solution offers IT service organizations an economical way to retain their own branding while providing their customers responsive desktop support services built around a best-of-breed ticketing platform and supplemented by rapid escalation to subject matter experts.

Key Features of Progent's Help Desk Call Center and Ticketing Solution for Network Service Organizations
Progent's Service Desk and ticketing program for IT service companies takes advantage of Progent's sizable investments in highly scalable ticketing technology, an online desktop services staff, and a group of geographically distributed subject matter experts (SMEs). You can use Progent's ticketing system as a secure tenant or Progent can establish data interchange with your current ticketing system. The features offered with Progent's Help Desk and ticketing services enable you to expand your physical and virtual support volume, the diversity of technical issues your company can take on, the number of locations you can service, and your overall availability.

Key features of Progent's Service Desk and ticketing program for IT service firms include:

  • Progent's remote desktop service staff provides Level 1 end user support with 1-hour service level agreement to begin work during normal work hours.
  • Normal service hours are 5am to 7pm Pacific Standard Time (PST), five days per week.
  • Extended hours support is available at additional cost.
  • Optional onsite support in major metro areas is offered across the country at additional cost.
  • You have full control of your clients and billing.
  • Your customers submit service requests using your custom branded Internet portal, a toll-free phone number, or by directing a message to your assigned mailbox.
  • Every client request automatically becomes an open request in the ticket system.
  • Tickets can be tracked and updated remotely while they are active.
  • Optional escalation of Level 2 and Level 3 problems to Progent's or to your subject matter experts.
To see more details on Progent's Help Desk and ticketing solution, visit Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for IT Service Providers
Progent's consulting expertise for network service firms allows you to act as a sole source for practically all IT expertise your customers may need. You can build your staff and core IT skills steadily without being forced to decline opportunities owing to a gap in in-house expertise or the absence of personnel.

Important features of Progent's Reseller Program for IT Service Firms include:

  • Transparent Support: Progent acts as a seamless extension of your in-house IT service team, responding to your management, and bills your firm instead of your client.
  • Granular Billing: Progent bills by the minute to minimize costs.
  • Detailed Service Reporting: Progent utilizes an advanced service documentation platform to ensure that all services performed are fully described. This enables your IT support organization to transfer account assignments to in-house personnel once you have sufficient people and relevant skill sets.
Major benefits of Progent's Reseller Program for IT Service Providers include:
  • Safely Expand Your IT Support Business: You can quickly and affordably accept more opportunities outside your main fields of expertise and serve new geographies without assuming the risks associated with expanding your head count too quickly.
  • Strengthen Your Brand: You can solidify your mind share as a full-spectrum IT service provider by offering more solutions to more customers using your own brand.
  • Flesh Out Your Services Portfolio: Progent can provide world-class expertise in a wide range of technologies and can be a dependable reservoir of skills for expanding your IT support business.
  • Fast Escalation: With a sizable team of senior IT experts available, Progent can escalate rapidly from Tier 1 to Tier 3 support so even the toughest issues can be handled fast.
  • Keep Your Customers Happy: Happy customers stick. By teaming with Progent, you can continue delivering solutions without ever forcing clients to look for help from your competitors.
  • Remote Support Professionals: For 20 years, Progent has delivered online network support ranging from Help Desk support to high-level consulting. Efficient online support saves money and produces quick results.
  • Top Industry Certifications: Progent's IT experts hold top certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, IBM, and other leading vendors. Progent's security and compliance consultants have earned advanced certifications including CISSP, CISA, and GIAC. Find out more about Progent's technology certifications.
For a PDF datasheet describing Progent's program for reselling Progent's IT support under your own brand, download Progent's Reseller Program for Network Service Providers.

Progent's Practice Areas for Albany, New York Companies
Progent's nationwide team of certified consultants and technical experts can deliver Albany, New York businesses a broad range of remote technical guidance and troubleshooting expertise. Practice areas covered under Progent's consulting program for IT service providers include:

Find Out More About Progent's Consulting Support for Network Service Providers in Albany, New York
For more information about Progent's consulting program for network service firms in Albany, New York, call 1-800-993-9400 or refer to Contact Progent.