Enlarging your remote workforce may have a major effect on IT architecture, cybersecurity, and corporate culture. Progent has 20 years of background helping SMBs to plan, configure, administer, optimize, and troubleshoot IT environments that support a remote workforce. Progent can assist your Rochester organization to pick the right tools and adhere to best practices in building and maintaining a safe virtual office solution for teleworkers that promotes collaboration and returns maximum business value. Progent offers services ranging from on demand guidance for getting you past occasional technical bottlenecks to full project management or co-management to help you carry out mission-critical initiatives.

Progent's consultants can help Rochester, New York businesses to with any facet of creating a high-performing work-at-home environment by delivering infrastructure design and configuration services, IP voice troubleshooting, video conferencing support, collaboration platform selection and deployment, public cloud integration, Help Desk augmentation, endpoint security, backup/restore solutions, and streamlined management.

Help Desk Call Center Support for Telecommuters
A fast, organization-wide changeover to a telecommuter business model, which might be motivated by a pandemic or as a component of a business continuity process, can overwhelm even a high-performing internal Help Desk. Progent's Help Desk services allow organizations to outsource or augment their Support Desk with Progent's remote Technical Response Center services.

  • Progent's Standard Call Center services utilize Progent's nationwide team of online IT support specialists combined with enterprise-class ticketing and tracking software to offer an economical, state-of-the-art Call Desk. Progent's Standard Help Desk Services provide an end-to-end solution that addresses all aspects of online Level 1 desktop technical support from help requests to ticket generation, desktop sharing, issue resolution, and incident reporting. A browser-based User's Service Portal allows telecommuters to track or edit their active trouble tickets, add information, and append screen captures and attachments. Support services are delivered at a substantial price reduction off Progent's normal Level 1 technical service rates, and Progent makes available optional fast hand-off to Level 2 and Level 3 IT experts to resolve complex issues. For details, refer to Progent's Standard Helpdesk Services outsourcing for small companies.
  • Progent's Help Desk Call Center Augmentation Service enables your business to augment your current Call Center staff by splitting responsibilities for Call Center services seamlessly between your in-house support personnel and Progent's extensive team of desktop support technicians and subject matter experts. Progent's co-managed Help Desk service is based on a collective support solution based on the number one PSA platform for handling help requests and trouble tickets, establishing responsibility, monitoring progress, and producing management reports. For information about how Progent's Support Desk Supplementation Services can help your company to provide best-in-class desktop support to your at-home workforce, refer to Progent's Help Desk Call Center supplementation Services.

Contact Progent for Telecommuter Expertise
To get in touch with Progent about building and maintaining an efficient work-from-home environment for your Rochester, New York business, phone 1-800-993-9400 or refer to Contact Progent.