Enlarging your at-home workforce may have a significant effect on IT architecture, security/compliance, and company processes. Progent has two decades of background helping businesses of all sizes to design, configure, manage, tune, and troubleshoot IT networks that incorporate at-home workers. Progent can assist your Rochester company to select the right tools and adhere to leading practices in creating and operating a secure virtual ecosystem for teleworkers that promotes teamwork and returns top business value. Progent offers services that go from on demand expertise for getting you past challenging technical roadblocks to comprehensive project management or co-management to help you successfully complete business-critical initiatives.

Progent's consultants can help Rochester, New York companies to succeed with any facet of building a high-functioning work-at-home environment by providing network infrastructure design and configuration services, IP voice troubleshooting, voice/video conferencing integration, collaboration platform customization and training, public cloud integration, helpdesk augmentation, endpoint security, backup/restore solutions, and streamlined management.

Help Desk Services for Teleworkers
A sudden, company-wide changeover to a teleworker workforce, which might be motivated by an epidemic or as part of a disaster recovery/business continuity preparedness plan, can overstretch even a well-staffed internal Call Center. Progent's Help Desk services allow organizations to outsource or expand their Call Desk with Progent's remote Technical Response Center services.

  • Progent's Standard Call Desk services utilize Progent's nationwide team of remote IT support specialists combined with enterprise-class ticketing and tracking technology to provide an economical, advanced Call Desk. Progent's Standard Help Desk Services offer an end-to-end solution that addresses all aspects of remote Level 1 desktop technical support from help requests through trouble ticket generation, desktop sharing, problem resolution, and incident reporting. A browser-based User's Service Portal enables teleworkers to monitor or edit their current trouble tickets, enter details, and upload screen captures and attachments. Support services are provided at a significant price reduction off Progent's ordinary Level 1 technical service rates, and Progent offers optional fast hand-off to Level 2 and Level 3 support experts to deal with complex issues. For more information, see Progent's Standard Helpdesk Services for small businesses.
  • Progent's Help Desk Call Center Supplemental Service enables your company to augment your existing Call Desk staff by splitting responsibilities for Help Desk support seamlessly between your in-house support staff and Progent's extensive team of PC support technicians and subject matter experts. Progent's co-managed Call Desk service is based on a collective support solution utilizing the number one professional services automation (PSA) platform for managing help requests and trouble tickets, establishing responsibility, tracking progress, and producing management reports. To learn how Progent's Call Center Augmentation Services can help your business to provide best-in-class technical support to your at-home workforce, refer to Progent's Help Desk Call Center supplementation Services.

Contact Progent for Remote Workforce Support Services
To get in touch with Progent about building and managing an efficient telecommuter solution for your Rochester, New York company, call 1-800-993-9400 or refer to Contact Progent.