Progent's Consulting Expertise, Help Desk, and Ticketing Support for IT Service Providers
ProgentProgent's consulting support for IT service firms allows you to offer your clients Progent's consulting expertise and Help Desk support under your company's own branding as a seamless extension of your regular IT support team. This can help you add to your revenue, expand your service catalog, create happy clients, and improve your bottom line.

Progent's nationwide roster of network infrastructure engineers, desktop support specialists, IT admins, and cybersecurity professionals have worked as seamless supplements to the IT staffs of some of the world's largest IT service firms. Progent's breadth and depth of technical knowledge enables you to add to the capabilities of your IT support practice, and Progent's transparency helps you strengthen and preserve your branding. Progent can also provide your clients fast emergency recovery from a ransomware incident by delivering the coordinated assistance of a seasoned team of ransomware recovery experts who can provide the required round-the-clock effort and critical knowledge seldom available from smaller or narrowly specialized network support organizations.

Progent is an IT support company with more than two decades of experience delivering online consulting services to small and mid-size businesses. Progent is a Microsoft Certified Partner and has one of the largest groups of Cisco-certified CCIE network infrastructure engineers of any private computer services company in the world. Progent has provided remote IT assistance and consulting to customers in every state in the country. (See testimonials from Progent's customers.)

Providing Progent's Services With Your Branding
Progent's consulting program for IT service firms features seamless resale to your clients of world-class 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 Extended Hours Support Program for clients who require 24x7 technical support.

Help Desk Call Center and Ticketing for Network Service Organizations
Ticketing is the heart of a successful IT Call Center. But modern ticketing systems are not only costly to license and staff, but difficult to configure and maintain. Small or niche IT support organizations do not have the required financial or human resources. Progent's Call Center and ticketing solution gives IT support organizations an affordable way to retain their own branding while providing their customers responsive desktop support services built around an advanced ticketing platform and reinforced by fast escalation to high-level experts.

Key Features of Progent's Help Desk Call Center and Ticketing Program for IT Service Providers
Progent's Service Desk and ticketing solution for IT support organizations takes advantage of Progent's sizable investments in highly scalable ticketing technology, a remote desktop services staff, and a network of geographically distributed subject matter experts (SMEs). You can use Progent's ticketing platform exclusively or Progent can establish communications with your current ticketing system. The features offered with Progent's Service Desk and ticketing solution enable you to increase your physical and virtual support workload, the range of technical issues your business can handle, the number of geographies you can serve, and your hours of availability.

Important features of Progent's Help Desk and ticketing solution for IT service companies include:

  • Progent's online desktop service staff provides Level 1 end user assistance with 1-hour SLA to commence work during normal work hours.
  • Standard service hours are 5am to 7pm Pacific Standard Time (PST), five days per week.
  • Extended support is available at additional cost.
  • Optional on-premises support in major metros is offered throughout the country at extra cost.
  • You retain full control of your customers and billing.
  • Your clients enter incident reports by means of your own branded web portal, an 800 phone number, or by directing a request to your specified mailbox.
  • Every 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 subject matter experts.
To see additional details on Progent's Help Desk and ticketing solution, visit Help Desk and ticketing services for small businesses.

Progent's Consulting for Network Service Providers
Progent's consulting expertise for IT service organizations allows your support team to act as a single point of contact for virtually all IT guidance and troubleshooting your clients may require. You can grow your team and core IT skills at your own pace without having to decline opportunities due to a lack of expertise or a shortage of bandwidth.

Important aspects of Progent's Reseller Program for IT Service Providers include:

  • Transparent Service Delivery: Progent works as a transparent supplement to your internal support team, under your coordination, and bills your firm rather than your client.
  • Granular Billing: Progent charges by the minute to minimize expenses.
  • Extensive Service Documentation: Progent uses an advanced documentation system to ensure that all IT services delivered are thoroughly documented. This makes it easy for support group to shift account assignments to in-house personnel once you have sufficient people and relevant skill sets.
Top benefits of Progent's Reseller Program for Network Service Firms include:
  • Safely Grow Your Service Business: You can easily and efficiently take on more jobs beyond your core areas of excellence and open additional territories without assuming the risks involved with expanding your full-time staff too rapidly.
  • Re-enforce Your Name: You can improve your positioning as a comprehensive IT support provider by offering more solutions to more customers under your own company name.
  • Add to Your Services Catalog: Progent offers top-tier support in a wide range of IT disciplines and can be a reliable reservoir of skills for expanding your IT support operations.
  • Fast Problem Escalation: With a sizable roster of top-level consultants ready to help, Progent can transition rapidly from Tier 1 to Tier 3 services so even the most challenging problems can be handled fast.
  • Keep Your Customers Happy: Satisfied clients keep coming back. By teaming with Progent, you can continue making your customers successful without ever forcing clients to look for help from your competitors.
  • Online Technical Support Professionals: For two decades, Progent has delivered online network support ranging from Help Desk services to advanced consulting. Efficient online support saves money and produces fast results.
  • Top Industry Certifications: Progent's IT experts have earned advanced certifications from Microsoft, Cisco, Apple, VMware, Juniper, Palo Alto Networks, and other leading technology companies. Progent's cybersecurity experts hold top certifications including CISSP, CISA, and GIAC. Find out more about Progent's technology certifications.
For a PDF datasheet describing Progent's program for reselling Progent's IT support under your own name, download Progent's Reseller Program for IT Service Firms.

Progent's Practice Areas
Progent's seasoned roster of certified consultants can deliver a broad range of online technical guidance and troubleshooting expertise. Practice areas covered under Progent's consulting program for network service firms include:

Find Out More About Progent's Reseller Program for IT Service Providers
For additional details about Progent's consulting support for network service organizations, call 1-800-993-9400 or visit Contact Progent.