Progent's Consulting, Help Desk, and Ticketing for IT Service Firms
ProgentProgent's consulting services for IT service organizations enables you to offer your customers Progent's consulting and Help Desk Call Center support under your company's brand as a seamless augmentation of your in-house IT support group. These services can ease the way for you to add to your client base, expand your service portfolio, create happy clients, and improve your bottom line.

Progent's nationwide team of network experts, desktop integration and troubleshooting specialists, network admins, and cybersecurity consultants have acted as transparent expansions to the IT groups of some of the country's biggest IT support businesses. Progent's breadth and depth of expertise enables you to widen the capabilities of your IT support practice, and Progent's close integration with your support team helps you promote and protect your branding. Progent can also provide your customers rapid emergency response to a ransomware incident by offering the synchronized services of a seasoned team of ransomware recovery experts who can provide the required round-the-clock support and critical skills seldom available from smaller or narrowly specialized IT service organizations.

Progent is an IT consulting company with over 20 years of experience providing online consulting services to small and mid-size companies. Progent is a Microsoft Certified Partner and maintains one of the largest teams of Cisco CCIE network engineers of any independent computer support company in the world. Progent has delivered remote technical support and advanced consulting to clients in every state in the country. (Refer to recommendations from Progent's clients.)

Providing Progent's Services Under Your Branding
Progent's reseller program for network service firms features seamless resale to your customers of professional services. Progent invoices your firm directly and performs under your direction to provide your customers support services under your branding. In addition, Progent has an affordable Off-hours Support Program for clients who need access to 24x7 technical support.

Help Desk and Ticketing for Network Service Providers
Ticketing is fundamental to a successful IT Call Center. But full-featured ticketing platforms are not only costly to acquire and staff, but also a hassle to configure and maintain. Small or niche IT support organizations do not have the required budget or personnel. Progent's Help Desk and ticketing program gives IT service firms an affordable way to retain their company branding while delivering their customers world-class desktop support backed by an advanced ticketing platform and supplemented by fast escalation to top-tier experts.

Features of Progent's Help Desk Call Center and Ticketing Program for Network Service Organizations
Progent's Help Desk and ticketing program for IT service organizations leverages Progent's sizable investments in advanced ticketing software, an online desktop support team, and a network of geographically dispersed subject matter experts (SMEs). You can utilize Progent's ticketing system exclusively or Progent can establish data interchange with your current ticketing system. The features available with Progent's Call Center and ticketing services enable your IT service firm to expand your physical and virtual support workload, the range of technologies your business can handle, the number of geographies you can service, and your hours of availability.

Key features of Progent's Help Desk and ticketing solution for IT support organizations include:

  • Progent's remote desktop support group provides Level 1 end user assistance with 1-hour SLA to begin work during normal business hours.
  • Standard support times are 5am to 7pm PST, five days per week.
  • Extended support is offered at extra cost.
  • Optional onsite support in major metros is offered throughout the US at extra cost.
  • You keep complete control of your customers and invoicing.
  • Your customers enter incident reports by means of your own branded web portal, an 800 phone number, or by directing a request to your assigned mailbox.
  • Each customer request automatically becomes an open request in the ticket system.
  • Tickets can be monitored and modified online until they are closed.
  • Optional transfer of Level 2 and Level 3 issues to Progent's or to your SMEs.
To see more details about Progent's Call Center and ticketing program, visit Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Organizations
Progent's consulting for network service firms allows your support team to become a sole point of contact for virtually all technical guidance and troubleshooting your customers may require. You can build your team and core in-house competencies steadily without having to decline opportunities due to a gap in expertise or the absence of personnel.

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

  • Transparent Service Delivery: Progent works as a transparent supplement to your in-house support group, under your direction, and bills you instead of your client.
  • By-the-Minute Billing: Progent charges by the minute to minimize costs.
  • Extensive Service Reporting: Progent uses an enterprise-class documentation system to make sure all IT services performed are thoroughly documented. This makes it easy for you to transfer service assignments to in-house personnel once you have sufficient people and appropriate technical skills.
Major benefits of Progent's Reseller Program for Network Service Firms include:
  • Safely Expand Your Service Practice: You can quickly and affordably accept additional jobs beyond your main areas of excellence and serve additional territories without assuming the risks associated with expanding your head count too rapidly.
  • Strengthen Your Name: You can solidify your mind share as a full-spectrum IT support provider by offering more services to more clients under your own brand.
  • Add to Your Services Portfolio: Progent offers top-tier support in a wide array of IT disciplines and can act as a dependable reservoir of skills for expanding your IT service business.
  • Fast Escalation: Thanks to a sizable roster of senior consultants available, Progent can transition quickly from Tier 1 to Tier 3 support so even the toughest problems get resolved promptly.
  • Make Your Clients Satisfied: Satisfied customers stick. By joining with Progent, you can continue delivering solutions without ever requiring clients to look for help from your competitors.
  • Online Technical Support Experts: For 20 years, Progent has delivered remote IT support from Help Desk services to high-level consulting. Effective remote support cuts costs and produces quick results.
  • Advanced Certifications: Progent's IT experts hold advanced certifications from Microsoft, Cisco, Apple, VMware, Juniper, IBM, and other technology leaders. Progent's security and compliance experts hold advanced certifications including ISSAP, CISA, and CRISC. Find out more details about Progent's certifications.
To read or download a PDF datasheet about Progent's program for reselling Progent's IT support under your own name, download Progent's Reseller Program for IT Service Providers.

Progent's Practice Areas
Progent's seasoned roster of certified engineers offers a broad array of online consulting and debugging services. Areas of expertise covered under Progent's reseller program for IT service providers include:

Find Out More Details About Progent's Consulting Program for IT Service Providers
For more information about Progent's consulting program for IT service firms, call 1-800-993-9400 or refer to Contact Progent.