Progent's Consulting Expertise, Help Desk, and Ticketing for IT Service Firms in Boston
ProgentProgent’s consulting services for network service organizations in Boston Massachusetts allows your company to offer your clients Progent's consulting and Help Desk support with your company's brand as a transparent extension of your in-house IT support team. These services can put you on the fast track to grow your client base, close gaps in your service catalog, create happy customers, and improve your profits.

Progent’s nationwide roster of network experts, PC support specialists, network administrators, and cybersecurity professionals have acted as transparent supplements to the support groups of some of the world’s largest IT support businesses. Progent’s range of technical knowledge allows you to widen the scope of your IT service practice, and Progent’s transparency helps you strengthen and preserve your branding.

Progent is an IT support firm with two decades of background providing remote expertise to small and middle-size businesses. Progent is a Microsoft Partner and has one of the biggest groups of Cisco-certified CCIE network infrastructure engineers of any independent IT support company in the world. Progent has provided remote IT support and advanced consulting to customers in every state in the U.S. (See recommendations from Progent's customers.)

Using Progent's Services Under Your Branding
Progent's reseller program for IT service firms offers transparent resale to your clients of world-class IT services. Progent bills your firm directly and works under your instructions to deliver your customers support services under your brand. Also, Progent has a low-cost Off-hours Support Program for customers who require access to 24x7 support.

Help Desk and Ticketing for IT Service Providers
Ticketing systems are the enabling technology behind a successful Help Desk. But enterprise-grade ticketing systems are not only costly to acquire and staff, but also a hassle to set up and maintain. Smaller IT support organizations do not have the required budget or personnel. Progent's Call Center and ticketing solution gives IT service firms an affordable way to retain their company branding while delivering their customers world-class desktop support built around an advanced ticketing system and supplemented by rapid escalation to top-tier experts.

Key Features of Progent's Help Desk Call Center and Ticketing Program for IT Service Firms
Progent's Service Desk and ticketing solution for IT service firms leverages Progent's sizable investments in advanced ticketing software, an online desktop services team, and a network of geographically distributed subject matter experts. You can utilize Progent's ticketing system as a secure tenant or Progent can establish data interchange with your existing ticketing platform. The standard and optional features offered with Progent's Service Desk and ticketing program enable your IT service firm to expand your physical and virtual support volume, the range of technical issues your company can take on, the number of {geographies you can serve, and your hours of availability.

Important features of Progent's Help Desk and ticketing program for IT support firms include:

  • Progent's remote desktop support staff provides Level 1 end user support with 1-hour service level agreement (SLA) to begin work during standard business hours.
  • Normal support times are from 5am to 7pm Pacific Standard Time, five days per week.
  • Extended hours support is available at extra cost.
  • Optional on-premises service in major metro areas is offered across the country at extra cost.
  • You keep complete control of your clients and invoicing.
  • Your clients enter incident reports via your own branded Internet portal, an 800 number, or by directing a request to your designated email address.
  • Each end user request automatically becomes an open request in the ticket system.
  • Service tickets can be tracked and updated online until resolution.
  • Optional escalation of Level 2 and Level 3 problems to Progent's or to your subject matter experts.
For more details on Progent's Help Desk and ticketing solution, see Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Providers
Progent's consulting expertise for IT service organizations allows you to act as a sole point of contact for virtually all technical guidance and troubleshooting your clients may require. You can grow your staff and strategic IT skills steadily without being forced to say no to new business owing to a lack of expertise or a shortage of bandwidth.

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

  • Transparent Service Delivery: Progent acts as a seamless supplement to your internal support team, under your coordination, and bills your firm instead of your client.
  • Granular Billing: Progent charges on a per-minute basis to minimize costs.
  • Extensive Documentation: Progent uses an enterprise-class documentation system to make sure all IT services performed are thoroughly described. This allows your IT support organization to transfer account assignments to internal personnel when you have sufficient staff and appropriate skill sets.
Key benefits of Progent's Reseller Program for IT Service Firms include:
  • Safely Expand Your Service Business: You can easily and safely accept more jobs beyond your main areas of excellence and open new geographies without the risks involved with expanding your full-time staff too quickly.
  • Re-enforce Your Name: You can solidify your mind share as a comprehensive IT service firm by delivering more services to more clients under your own brand.
  • Add to Your Services Catalog: Progent offers top-tier expertise in a wide array of IT disciplines and can be a dependable reservoir of skills for growing your IT support operations.
  • Fast Escalation: With a sizable team of senior IT experts ready to help, Progent can transition quickly from Tier 1 to Tier 3 services so even the toughest issues get resolved fast.
  • Keep Your Customers Happy: Satisfied clients stick. By teaming with Progent, you can keep making your customers successful without ever requiring clients to look for help outside the fold.
  • Online Support Experts: For two decades, Progent has delivered remote network support from Help Desk support to high-level consulting. Effective remote service cuts costs while delivering fast solutions.
  • Advanced Certifications: Progent’s IT experts hold advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Juniper, Palo Alto Networks, and other leading technology companies. Progent's cybersecurity consultants have earned top certifications including CISSP-ISSAP, CISA, and GIAC. Learn more about Progent's industry certifications.
For a printable PDF datasheet about Progent's program for providing Progent's IT services under your own brand, download Progent's Reseller Program for IT Service Firms.

Progent's Practice Areas for Boston, Massachusetts Companies
Progent's nationwide team of certified consultants can provide Boston, Massachusetts companies a wide range of online consulting and troubleshooting services. Areas of expertise offered under Progent's reseller program for IT service firms include:

Find Out More Details About Progent's Reseller Program for IT Service Organizations in Boston, Massachusetts
For additional information about Progent's reseller support for IT service firms in Boston, Massachusetts, call 1-800-993-9400 or refer to Contact Progent.