Expanding your telecommuter workforce may have a major impact on network architecture, security/compliance, and company workflows. Progent has two decades of background helping small and mid-size businesses to plan, configure, administer, tune, and debug IT networks that support at-home workers. Progent can help your Rochester company to select the right technologies and follow best practices in building and maintaining a secure virtual office ecosystem for telecommuters that promotes teamwork and delivers top value. Progent offers services that go from as-needed guidance for getting you past challenging technical bottlenecks to full project management to help you carry out business-critical initiatives.

Progent's consultants can help Rochester, New York businesses to with any facet of building a high-performing remote work environment by delivering infrastructure design and configuration services, IP voice expertise, video conferencing support, collaboration platform selection and deployment, public cloud connectivity, Call Desk augmentation, cybersecurity, data protection solutions, and streamlined management.

Help Desk Call Center Support for At-Home Workers
A fast, company-wide switchover to a from-home workforce, which might be the result of an epidemic or as a component of a disaster recovery/business continuity preparedness plan, can overwhelm even a well-staffed in-house Support Desk. Progent's Help Desk services make it possible for organizations of any size to outsource or supplement their Call Center with Progent's remote Technical Response Center team.

  • Progent's Standard Support Desk support services utilize Progent's extensive network of online IT support experts along with enterprise-class ticketing and tracking software to provide an economical, state-of-the-art Call Center. Progent's Standard Help Desk Services offer an end-to-end solution that handles all facets of remote Level 1 PC support from initial service requests through ticket creation, desktop sharing, problem resolution, and incident reporting. A browser-based User's Service Portal enables from-home workers to check or edit the status of their current trouble tickets, enter details, and append screen captures and attachments. Desktop support services are delivered at a substantial price reduction off Progent's normal Level 1 technical service rates, and Progent makes available optional fast escalation to Level 2 and Level 3 IT experts to resolve advanced issues. For details, go to Progent's Standard Helpdesk Services for small and mid-size businesses.
  • Progent's Support Desk Augmentation Service enables your company to expand your existing Help Desk Call Center team by splitting responsibilities for Help Desk support services transparently between your in-house support organization and Progent's extensive roster of PC support engineers and subject matter experts. Progent's shared Help Desk Call Center service uses a collaborative support solution utilizing the number one professional services automation (PSA) tool for handling service requests and trouble tickets, establishing responsibility, monitoring progress, and generating management reports. For details about how Progent's Help Desk Call Center Augmentation Services can help your company to provide world-class technical support to your telecommuters, refer to Progent's Support Desk supplementation Services.

Contact Progent for At-Home Worker Support Services
To contact Progent about building and maintaining an efficient work-from-home environment for your Rochester, New York organization, call 1-800-993-9400 or visit Contact Progent.