Progent's Consulting Expertise, Help Desk Call Center, and Ticketing Support for IT Service Organizations
ProgentProgent's consulting services for network service organizations enables your company to offer your clients Progent's consulting and Help Desk support with your brand as a transparent supplement to your regular network services team. These services can put you on the fast track to add to your revenue, flesh out your service portfolio, create happy customers, and increase your profits.

Progent's nationwide team of network engineers, PC support specialists, IT administrators, and cybersecurity consultants have acted as transparent adjuncts to the support staffs of some of the world's biggest IT support businesses. Progent's breadth and depth of expertise enables you to widen the scope of your IT support practice, and Progent's close integration with your support team helps you strengthen and preserve your branding. Progent can also provide your customers fast emergency response to a ransomware attack by delivering the coordinated help of a veteran team of ransomware recovery experts who can provide the required 24x7 support and critical knowledge rarely available from smaller or highly specialized network support organizations.

Progent is an IT support company with more than two decades of experience delivering online expertise to small and middle-size businesses. Progent is a Microsoft Certified Partner and has one of the biggest teams of Cisco CCIE network experts of any private computer services firm in the world. Progent has provided remote technical assistance and advanced consulting to clients in every state in the country. (Refer to testimonials from Progent's customers.)

Providing Progent's Services With Your Branding
Progent's reseller program for IT service providers offers seamless resale to your customers of professional services. Progent bills you directly and performs under your instructions to provide your customers consulting and support services under your branding. Also, Progent has an affordable Off-hours Support Service for customers who need 24x7 technical support.

Help Desk and Ticketing for IT Service Organizations
Ticketing systems are the enabling technology behind a successful Help Desk. But modern ticketing platforms are not just costly to license and staff, but difficult to set up and manage. Small or niche IT service organizations seldom have the necessary resources. Progent's Help Desk and ticketing solution offers IT support firms an affordable way to keep their own branding while providing their customers world-class desktop support built around a best-of-breed ticketing platform and reinforced by fast escalation to top-tier experts.

Features of Progent's Help Desk and Ticketing Solution for IT Service Firms
Progent's Help Desk and ticketing program for IT support organizations takes advantage of Progent's sizable investments in highly scalable ticketing software, an online desktop support staff, and a group of geographically dispersed subject matter experts. You can use Progent's ticketing platform as a secure tenant or Progent can set up communications with your existing ticketing platform. The standard and optional features available with Progent's Call Center and ticketing solution allow your IT service firm to increase your physical and virtual support volume, the diversity of technical issues your business can take on, the number of geographies you can service, and your hours of availability.

Important features of Progent's Call Center and ticketing solution for IT service companies include:

  • Progent's remote desktop support team provides Level 1 end user support with 1-hour service level agreement to begin work during normal work hours.
  • Normal support hours are from 5am to 7pm Pacific Standard Time (PST), five days per week.
  • Extended hours support is offered at additional cost.
  • Optional on-premises support in major metro areas is available throughout the US at additional cost.
  • You have complete control of your customers and billing.
  • Your customers enter service requests using your own branded web portal, a toll-free phone number, or by directing a message to your specified mailbox.
  • Every client request automatically becomes an open request in the ticket system.
  • Tickets can be monitored and modified remotely while they are active.
  • Optional escalation of Level 2 and Level 3 problems to Progent's or to your SMEs.
For more information about Progent's Help Desk and ticketing outsourcing solution, visit Help Desk and ticketing services for small businesses.

Progent's Consulting for Network Service Organizations
Progent's consulting for network service providers allows you to become a sole point of contact for practically all IT guidance and troubleshooting your clients may need. You can build your team and strategic IT skills steadily without having to turn down new business due to a lack of expertise or the absence 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 group, under your coordination, and invoices you rather than your client.
  • By-the-Minute Billing: Progent bills by the minute to reign in costs.
  • Detailed Service Reporting: Progent uses an advanced service documentation system to make sure all IT services performed are fully described. This enables support group to transfer service assignments to internal personnel once you have sufficient people and relevant skill sets.
Key advantages of Progent's Reseller Program for IT Service Firms include:
  • Safely Expand Your IT Support Practice: You can quickly and affordably accept more opportunities beyond your core areas of expertise and open additional geographies without the risks associated with increasing your full-time staff too quickly.
  • Strengthen Your Name: You can improve your mind share as a full-spectrum IT service provider by delivering more solutions to more customers under your own brand.
  • Add to Your IT Support Catalog: Progent offers top-tier support in a wide array of technologies and can be a reliable reservoir of skills for expanding your IT support business.
  • Rapid Problem Escalation: Thanks to a sizable roster of high-level IT experts available, Progent can transition rapidly from Tier 1 to Tier 3 services so even the toughest problems can be handled promptly.
  • Keep Your Clients Happy: Happy clients are loyal. By joining with Progent, you can continue delivering solutions without ever forcing clients to seek expertise outside the fold.
  • Remote Technical Support Professionals: For 20 years, Progent has delivered remote IT support ranging from Help Desk support to high-level consulting. Effective remote support saves money and produces fast solutions.
  • Top Certifications: Progent's IT experts have earned advanced certifications from Microsoft, Cisco, Apple, VMware, Juniper, IBM, and other leading vendors. Progent's cybersecurity consultants have earned top certifications including CISSP-ISSAP, CISM, and GIAC. Learn more about Progent's industry certifications.
To read or download a PDF datasheet about Progent's program for providing Progent's IT support under your own name, download Progent's Reseller Program for Network Service Firms.

Progent's Practice Areas
Progent's nationwide team of certified engineers offers a broad range of online consulting and troubleshooting expertise. Practice areas offered under Progent's consulting program for network service organizations include:

Learn More About Progent's Consulting Program for Network Service Organizations
To learn more details about Progent's consulting program for network service organizations, call 1-800-993-9400 or visit Contact Progent.