Progent's Consulting, Help Desk, and Ticketing for Network Service Providers
ProgentProgent’s consulting services for network service firms enables you to provide your customers Progent's consulting expertise and Help Desk Call Center support under your company's own branding as a seamless extension of your regular IT support group. These services can help you add to your client base, close gaps in your service catalog, satisfy your customers, and improve your profits.

Progent’s nationwide roster of network experts, PC support specialists, network admins, and data security professionals have acted as seamless expansions to the IT staffs of some of the world’s biggest IT support firms. Progent’s range of technical knowledge enables you to add to the scope of your IT service practice, and Progent’s close integration with your support team lets you strengthen and preserve your branding.

Progent is an IT consulting firm with two decades of experience providing remote expertise to small and mid-size businesses. Progent is a Microsoft Partner and maintains one of the largest teams of Cisco CCIE network infrastructure engineers of any independent computer services company in the world. Progent has provided online technical assistance and consulting to customers in every state in the U.S. (See testimonials from Progent's clients.)

Providing Progent's Services With Your Branding
Progent's consulting program for network service organizations features transparent resale to your clients of world-class IT services. Progent bills you directly and works under your instructions to provide your customers support services under your branding. In addition, Progent has an affordable Off-hours Support Service for customers who require access to 24x7 support.

Help Desk Call Center and Ticketing Services for IT Service Providers
Ticketing systems are the heart of an effective Help Desk. But enterprise-grade ticketing systems are not only costly to license and staff, but also difficult to configure and manage. Small or niche IT support firms do not have the necessary financial or human resources. Progent's Call Center and ticketing solution offers IT support organizations an affordable way to keep their custom branding while delivering their clients responsive desktop support backed by an advanced ticketing system and reinforced by fast escalation to high-level experts.

Features of Progent's Help Desk Call Center and Ticketing Solution for IT Service Firms
Progent's Call Center and ticketing solution for IT service companies leverages Progent's sizable investments in highly scalable ticketing technology, an online desktop support staff, and a network of geographically dispersed subject matter experts. You can utilize Progent's ticketing platform as a secure tenant or Progent can establish communications with your current ticketing platform. The standard and optional features available with Progent's Call Center and ticketing program allow your IT service firm to increase your physical and virtual support workload, the diversity of technical issues your business can take on, the number of {geographies you can service, and your overall availability.

Important features of Progent's Help Desk and ticketing program for IT support companies include:

  • Progent's online desktop support staff provides Level 1 end user help with 1-hour SLA to begin work during standard work hours.
  • Normal service times are 5am to 7pm PST, five days per week.
  • Extended hours support is offered at extra cost.
  • Optional onsite support in larger metros is available across the US at extra cost.
  • You retain complete control of your customers and invoicing.
  • Your customers submit incident reports through your branded web portal, a toll-free number, or by sending a request to your assigned email address.
  • Every customer request automatically becomes an open request in the ticket system.
  • Tickets can be monitored and modified online until resolution.
  • Optional escalation of Level 2 and Level 3 issues to Progent's or to your subject matter experts.
For additional information about Progent's Service Desk and ticketing program, go to Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for IT Service Firms
Progent's consulting expertise for network service organizations allows your support team to act as a single point of contact for virtually all technical expertise your clients may require. You can build your team and core in-house competencies at your own pace without being forced to say no to opportunities owing to a gap in in-house expertise or a shortage of bandwidth.

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

  • Transparent Support: Progent acts as a transparent extension of your in-house support team, responding to your coordination, and bills you instead of your client.
  • Granular Billing: Progent charges on a per-minute basis to reign in costs.
  • Detailed Service Documentation: Progent utilizes an enterprise-class service documentation system to make sure all IT services delivered are thoroughly described. This allows you to shift account responsibilities to internal consultants when you have enough staff and appropriate skill sets.
Top benefits of Progent's Reseller Program for IT Service Providers include:
  • Safely Expand Your IT Support Business: You can quickly and affordably accept additional opportunities beyond your main areas of excellence and serve new geographies without assuming the risks involved with increasing your full-time staff too rapidly.
  • Re-enforce Your Brand: You can solidify your positioning as a comprehensive IT support firm by delivering more solutions to more clients under your own company name.
  • Add to Your IT Support Catalog: Progent can provide top-tier expertise in a broad array of IT disciplines and can act as a dependable reservoir of skills for expanding your IT service operations.
  • Fast Problem Escalation: With a large team of senior consultants available, Progent can escalate quickly from Tier 1 to Tier 3 support so even the most challenging issues get resolved promptly.
  • Make Your Customers Satisfied: Happy customers keep coming back. By joining with Progent, you can continue delivering solutions without ever requiring clients to seek help outside the fold.
  • Online Technical Support Professionals: For 20 years, Progent has delivered remote network support from Call Center services to advanced consulting. Effective online service saves money while delivering fast results.
  • Major Certifications: Progent’s IT experts hold advanced certifications from Microsoft, Cisco, Apple, VMware, Juniper, Palo Alto Networks, and other technology leaders. Progent's security and compliance experts hold advanced certifications including CISSP-ISSAP, CISA, and CRISC. Find out more details about Progent's certifications.
To read or download a PDF datasheet about Progent's program for providing Progent's IT support under your own brand, download Progent's Reseller Program for IT Service Firms.

Progent's Practice Areas
Progent's veteran team of certified engineers can provide a broad range of online technical guidance and troubleshooting services. Practice areas offered under Progent's reseller program for network service firms include:

Learn More About Progent's Reseller Support for IT Service Firms
To learn more details about Progent's consulting support for IT service organizations, call 1-800-993-9400 or see Contact Progent.