Progent's Consulting Expertise, Help Desk Call Center, and Ticketing Support for IT Service Firms
ProgentProgent's consulting services for IT service firms allows your company to provide your customers Progent's consulting expertise and Help Desk support under your company's brand as a seamless extension of your regular network services group. These services can put you on the fast track to add to your client base, expand your service offerings, satisfy your clients, and increase your bottom line.

Progent's nationwide team of network infrastructure engineers, PC integration and troubleshooting technicians, network admins, and cybersecurity consultants have worked as transparent adjuncts to the IT groups of some of the world's biggest IT support firms. Progent's breadth and depth of expertise enables you to add to the scope of your IT service business, and Progent's transparency lets you elevate and preserve your branding. Progent can also provide your clients rapid urgent response to a ransomware attack by delivering the synchronized help of a seasoned team of ransomware recovery experts who can provide the necessary round-the-clock effort and critical skills seldom available from smaller or narrowly specialized IT service organizations.

Progent is a network support company with over two decades of experience delivering remote consulting services to small and mid-size organizations. Progent is a Microsoft Partner and maintains one of the biggest teams of Cisco CCIE network engineers of any independent computer support firm in the world. Progent has provided remote technical support and consulting to customers in every state in the U.S. (See recommendations from Progent's clients.)

Providing Progent's Support Services Under Your Own Brand
Progent's consulting program for IT service firms features seamless resale to your customers of world-class IT services. Progent bills you directly and performs under your instructions to deliver your customers support services under your brand. In addition, Progent offers a low-cost Extended Hours Support Program for clients who require 24x7 technical support.

Help Desk and Ticketing Services for Network Service Firms
Ticketing systems are the enabling technology behind an effective IT Call Center. But full-featured ticketing platforms are not only costly to license and staff, but a hassle to set up and manage. Smaller IT support organizations rarely have the necessary financial or human resources. Progent's Help Desk and ticketing solution offers IT service organizations an affordable way to retain their own branding while providing their customers responsive desktop support services backed by an advanced ticketing system and supplemented by rapid escalation to high-level experts.

Key Features of Progent's Help Desk and Ticketing Solution for Network Service Firms
Progent's Help Desk and ticketing solution for IT support firms takes advantage of Progent's sizable investments in advanced ticketing software, a remote desktop support team, and a network of geographically dispersed subject matter experts. You can utilize Progent's ticketing platform as a secure tenant or Progent can set up communications with your current ticketing platform. The standard and optional features available with Progent's Call Center and ticketing program enable your IT service firm to expand your physical and virtual support workload, the range of technologies your company can take on, the number of geographies you can service, and your hours of availability.

Key features of Progent's Call Center and ticketing program for IT support firms include:

  • Progent's remote desktop service staff delivers Level 1 end user assistance with 1-hour service level agreement to begin work during standard work hours.
  • Normal service times are 5am to 7pm Pacific Standard Time (PST), five days a week.
  • Extended support is available at additional cost.
  • Optional on-premises service in larger metro areas is available throughout the US at extra cost.
  • You retain complete control of your customers and invoicing.
  • Your clients enter requests using your branded web portal, an 800 number, or by sending an email to your dedicated mailbox.
  • Each client request automatically becomes an open request in the ticket system.
  • Service tickets can be tracked and updated online while they are active.
  • Optional escalation of Level 2 and Level 3 problems to Progent's or to your SMEs.
To see more information about Progent's Help Desk and ticketing solution, go to Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for IT Service Providers
Progent's consulting for IT service firms allows your support team to become a single source for practically all IT expertise your customers may require. You can build your staff and core IT skills at your own pace without having to decline opportunities due to a lack of expertise or the absence of bandwidth.

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

  • Transparent Service Delivery: Progent works as a seamless extension of your internal support group, under your management, and invoices your firm instead of your customer.
  • Granular Billing: Progent bills on a per-minute basis to reign in expenses.
  • Extensive Documentation: Progent uses an advanced service reporting platform to make sure all services delivered are thoroughly described. This enables support group to transfer service responsibilities to in-house consultants when you have enough staff and appropriate skill sets.
Major benefits of Progent's Reseller Program for IT Service Firms include:
  • Safely Grow Your Service Business: You can quickly and efficiently take on more jobs outside your main areas of excellence and serve additional territories without exposure to the risks associated with expanding your head count too rapidly.
  • Re-enforce Your Brand: You can improve your mind share as a comprehensive IT support provider by delivering more solutions to more clients using your own brand.
  • Add to Your IT Support Portfolio: Progent offers top-tier support in a broad array of IT disciplines and can be a reliable resource for growing your IT support operations.
  • Rapid Problem Escalation: Thanks to a large team of top-level IT experts available, Progent can transition quickly from Tier 1 to Tier 3 services so even the most challenging issues get resolved promptly.
  • Make Your Clients Happy: Satisfied clients keep coming back. By joining with Progent, you can keep making your customers successful without ever requiring clients to seek expertise from your competitors.
  • Remote Technical Support Experts: For two decades, Progent has provided online network support from Call Center support to advanced consulting. Efficient online service cuts costs and produces quick solutions.
  • Advanced Certifications: Progent's IT experts have earned top certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, Palo Alto Networks, and other technology leaders. Progent's cybersecurity consultants have earned advanced certifications including CISSP, CISA, and GIAC. Learn more details about Progent's industry certifications.
To read or download a printable PDF datasheet describing Progent's program for providing Progent's IT support under your own brand, download Progent's Reseller Program for Network Service Firms.

Progent's Areas of Expertise
Progent's seasoned team of certified engineers can provide a wide array of remote technical guidance and troubleshooting services. Practice areas offered under Progent's reseller program for network service organizations include:

Find Out More About Progent's Consulting Program for Network Service Providers
To learn more details about Progent's consulting support for network service firms, call 1-800-993-9400 or see Contact Progent.