Progent's Consulting, Help Desk Call Center, and Ticketing Support for Network Service Organizations
ProgentProgent's consulting support for IT service firms allows your company to provide your clients Progent's consulting expertise and Help Desk Call Center support under your brand as a transparent supplement to your in-house network support group. This can help you grow your client base, close gaps in your service offerings, satisfy your clients, and improve your bottom line.

Progent's nationwide team of network engineers, desktop integration and troubleshooting technicians, network administrators, and data security consultants have acted as transparent adjuncts to the support groups of some of the country's largest IT service firms. Progent's breadth and depth of expertise enables you to broaden the capabilities of your IT support practice, and Progent's transparency helps you elevate and protect your company's brand. Progent can also provide your clients fast emergency recovery from a ransomware incident by delivering the synchronized help of a seasoned team of ransomware response experts who can deliver the necessary 24x7 support and vital knowledge seldom available from smaller or highly specialized network support firms.

Progent is a network support company with over two decades of experience delivering online expertise to small and middle-size organizations. Progent is a Microsoft Certified Partner and has one of the biggest teams of Cisco-certified CCIE network engineers of any independent computer services firm in the world. Progent has provided remote technical assistance and advanced consulting to customers in every state in the U.S. (Check out testimonials from Progent's customers.)

Using Progent's Services Under Your Own Brand
Progent's consulting program for IT service firms features transparent resale to your clients of professional IT services. Progent bills your firm exclusively and performs under your instructions to provide your clients consulting and support services under your brand. Also, Progent has an affordable Off-hours Support Service for clients who need 24x7 technical support.

Help Desk Call Center and Ticketing Services for Network Service Firms
Ticketing systems are the enabling technology behind a successful IT Call Center. But modern ticketing platforms are not just expensive to acquire and staff, but a hassle to configure and maintain. Small or niche IT service firms seldom have the necessary financial or human resources. Progent's Help Desk and ticketing program offers IT support firms a practical way to retain their custom branding while delivering their customers responsive desktop support backed by a best-of-breed ticketing system and reinforced by fast escalation to high-level experts.

Key Features of Progent's Help Desk Call Center and Ticketing Program for IT Service Organizations
Progent's Service Desk and ticketing program for IT support firms leverages Progent's investments in advanced ticketing software, an online desktop support staff, and a group of geographically distributed subject matter experts (SMEs). You can use Progent's ticketing platform exclusively or Progent can set up communications with your current ticketing system. The features available with Progent's Help Desk and ticketing program enable you to expand your physical and virtual support volume, the range of technical issues your firm can handle, the number of geographies you can serve, and your hours of availability.

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

  • Progent's remote desktop support group provides Level 1 end user assistance with 1-hour SLA to commence work during normal work hours.
  • Normal service times are 5am to 7pm PST, five days a week.
  • Extended support is available at extra cost.
  • Optional onsite service in larger metros is available throughout the US at additional cost.
  • You keep complete control of your customers and invoicing.
  • Your customers enter service requests through your own branded Internet portal, an 800 phone number, or by sending an email to your dedicated email address.
  • Every end user request automatically becomes an open request in the ticket system.
  • Tickets can be tracked and updated online while they are active.
  • Optional transfer of Level 2 and Level 3 issues to Progent's or to your subject matter experts.
For additional details on Progent's Service Desk and ticketing outsourcing solution, go to Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Firms
Progent's consulting for network service providers allows you to become a sole point of contact for virtually all IT guidance and troubleshooting your customers may require. You can build your staff and core IT skills steadily without being forced to turn down opportunities owing to a gap in in-house expertise or a shortage of bandwidth.

Key aspects of Progent's Reseller Program for Network Service Firms include:

  • Transparent Support: Progent works as a seamless extension of your in-house support group, under your management, and bills you instead of your customer.
  • Granular Billing: Progent charges on a per-minute basis to minimize expenses.
  • Detailed Documentation: Progent utilizes an advanced documentation platform to ensure that all services performed are fully documented. This makes it easy for you to shift account responsibilities to internal consultants when you have enough staff and relevant skill sets.
Key advantages of Progent's Reseller Program for Network Service Providers include:
  • Safely Expand Your IT Support Business: You can quickly and efficiently take on more opportunities beyond your main fields of expertise and open new geographies without exposure to the risks associated with increasing your full-time staff too rapidly.
  • Strengthen Your Name: You can solidify your mind share as a comprehensive network service provider by offering more solutions to more clients using your own brand.
  • Flesh Out Your Services Portfolio: Progent can provide top-tier support in a broad array of IT disciplines and can act as a reliable resource for growing your IT service operations.
  • Fast Problem Escalation: With a sizable roster of senior technology experts ready to help, Progent can escalate rapidly from Tier 1 to Tier 3 support so even the most challenging issues get resolved promptly.
  • Make Your Customers Happy: Happy customers stick. By teaming with Progent, you can keep delivering solutions without ever requiring clients to look for help from other support firms.
  • Remote Support Experts: For 20 years, Progent has delivered online IT support ranging from Help Desk support to advanced consulting. Efficient online service cuts costs and produces quick solutions.
  • Major Certifications: Progent's engineers hold advanced certifications from Microsoft, Cisco, Apple, VMware, Citrix, Palo Alto Networks, and other technology leaders. Progent's cybersecurity consultants have earned top certifications including CISSP-ISSAP, CISM, and CRISC. Learn more details about Progent's technology certifications.
To read or download a PDF datasheet describing Progent's program for providing Progent's IT services under your own name, download Progent's Reseller Program for Network Service Providers.

Progent's Areas of Expertise
Progent's nationwide roster of certified consultants and technical experts offers a broad range of online technical guidance and debugging services. Practice areas covered under Progent's consulting program for IT service organizations include:

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