Progent's Consulting, Help Desk, and Ticketing for IT Service Providers
ProgentProgent’s consulting services for network service organizations enables your company to offer your clients Progent's consulting and Help Desk support with your own branding as a transparent extension of your in-house IT services group. These services can help you add to your client base, flesh out your service catalog, satisfy your customers, and increase your profits.

Progent’s nationwide team of network experts, PC support technicians, network administrators, and cybersecurity consultants have acted as transparent adjuncts 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 broaden the capabilities of your IT support business, and Progent’s close integration with your support team lets you strengthen and protect your company's brand.

Progent is an IT consulting company with two decades of experience delivering remote consulting services to small and middle-size organizations. Progent is a Microsoft Partner and has one of the largest groups of Cisco CCIE network infrastructure experts of any private IT services company in the world. Progent has provided remote IT support and consulting to clients in every state in the U.S. (Check out testimonials from Progent's clients.)

Using Progent's Services With Your Branding
Progent's consulting program for IT service organizations offers seamless resale to your clients of world-class IT services. Progent invoices your firm directly and performs under your instructions to provide your clients support services under your brand. In addition, Progent offers a low-cost Off-hours Support Program for clients who require 24x7 technical support.

Help Desk and Ticketing for IT Service Providers
Ticketing systems are fundamental to an effective IT Call Center. But modern ticketing systems are not only costly to acquire and staff, but also challenging to set up and maintain. Smaller IT service companies seldom have the required resources. Progent's Help Desk and ticketing program offers IT service organizations a practical way to keep their custom branding while delivering their clients world-class desktop support services backed by an advanced ticketing platform and reinforced by rapid escalation to high-level experts.

Key Features of Progent's Help Desk and Ticketing Solution for Network Service Providers
Progent's Service Desk and ticketing solution for IT service companies leverages Progent's investments in advanced ticketing software, a remote desktop support team, and a group of geographically dispersed subject matter experts (SMEs). You can utilize Progent's ticketing platform exclusively or Progent can set up communications with your current ticketing system. The features offered with Progent's Service Desk and ticketing solution enable your IT service firm to expand your support workload, the range of technical issues your business can handle, the number of {geographies you can service, and your hours of availability.

Key features of Progent's Service Desk and ticketing program for IT service companies include:

  • Progent's online desktop service group delivers Level 1 end user assistance with 1-hour service level agreement (SLA) to commence work during standard business hours.
  • Standard support times are from 5am to 7pm Pacific Standard Time, five days a week.
  • Extended hours support is offered at extra cost.
  • Optional on-premises support in larger metros is offered throughout the country at additional cost.
  • You keep complete control of your clients and invoicing.
  • Your customers submit requests using your custom branded web portal, a toll-free phone number, or by sending a message to your dedicated mailbox.
  • Each customer request automatically becomes an open request in the ticket system.
  • Service tickets can be monitored and updated online until they are closed.
  • Optional transfer of Level 2 and Level 3 issues to Progent's or to your SBEs.
To see additional details on Progent's Help Desk and ticketing outsourcing program, go to Help Desk and ticketing services for small businesses.

Progent's Consulting for Network Service Organizations
Progent's consulting expertise for IT service firms allows you to become a sole source for practically all technical guidance and troubleshooting your customers may need. You can grow your staff and strategic in-house competencies steadily without having to turn down opportunities owing to a lack of expertise or the absence of personnel.

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

  • Transparent Service Delivery: Progent acts as a seamless extension of your in-house support group, under your direction, and invoices your firm rather than your client.
  • By-the-Minute Billing: Progent charges on a per-minute basis to reign in costs.
  • Extensive Service Reporting: Progent utilizes an advanced reporting system to ensure that all services delivered are thoroughly documented. This allows your IT support organization to transfer account responsibilities to in-house personnel when you have enough staff and relevant technical skills.
Major benefits of Progent's Reseller Program for Network Service Providers include:
  • Safely Expand Your IT Support Business: You can easily and affordably take on more opportunities beyond your core areas of excellence and open new geographies without exposure to the risks involved with expanding your full-time staff too quickly.
  • Re-enforce Your Brand: You can improve your mind share as a full-spectrum network service provider by delivering more services to more clients using your own company name.
  • Flesh Out Your IT Support Portfolio: Progent offers world-class expertise in a wide range of technologies and can act as a reliable resource for growing your IT service business.
  • Rapid Escalation: With a large team of senior technology experts ready to help, Progent can escalate rapidly from Tier 1 to Tier 3 services so even the toughest problems can be handled fast.
  • Keep Your Clients Satisfied: Happy customers are loyal. By joining with Progent, you can keep delivering solutions without ever forcing clients to look for help from other support firms.
  • Remote Technical Support Experts: For 20 years, Progent has provided online network support from Help Desk support to advanced consulting. Efficient online service cuts costs while delivering quick results.
  • Top Industry Certifications: Progent’s IT experts have earned advanced certifications from Microsoft, Cisco, Apple, VMware, Citrix, Palo Alto Networks, and other technology leaders. Progent's cybersecurity experts have earned top certifications including CISSP-ISSAP, CISM, and CRISC. Learn more about Progent's industry certifications.
For a PDF datasheet about Progent's program for reselling Progent's IT support under your own name, download Progent's Reseller Program for Network Service Providers.

Progent's Practice Areas
Progent's veteran roster of certified consultants and technical experts can provide a broad array of online consulting and troubleshooting expertise. Areas of expertise covered under Progent's consulting program for IT service firms include:

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