Progent's Consulting, Help Desk Call Center, and Ticketing for IT Service Providers in Durham
ProgentProgentís consulting services for IT service firms in Durham North Carolina enables you to provide your customers Progent's consulting and Help Desk support with your own branding as a transparent augmentation of your regular network support group. This can put you on the fast track to add to your client base, close gaps in your service portfolio, create happy clients, and improve your profits.

Progentís nationwide team of network infrastructure engineers, desktop integration and troubleshooting specialists, IT administrators, and cybersecurity professionals have worked as seamless supplements to the IT groups of some of the worldís largest IT service businesses. Progentís range of technical knowledge allows you to widen the capabilities of your IT support business, and Progentís transparency lets you elevate and preserve your branding.

Progent is a network support company with two decades of background providing remote 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 experts of any private computer support firm in the world. Progent has delivered online IT assistance and consulting to customers in every state in the U.S. (See recommendations from Progent's clients.)

Reselling Progent's Support Services With Your Own Brand
Progent's reseller program for IT service firms features seamless resale to your customers of world-class services. Progent invoices you directly and performs under your direction to provide your clients consulting and support services under your brand. Also, Progent offers a low-cost Off-hours Support Service for clients who need access to 24x7 technical support.

Help Desk Call Center and Ticketing Services for IT Service Firms
Ticketing is fundamental to an efficient service desk. But modern ticketing systems are not just costly to acquire and staff, but difficult to set up and maintain. Small or niche IT support firms seldom have the necessary financial or human resources. Progent's Help Desk and ticketing solution gives IT support organizations an affordable way to keep their own branding while providing their customers responsive desktop support built around a best-of-breed ticketing platform and reinforced by rapid escalation to high-level experts.

Key Features of Progent's Help Desk and Ticketing Solution for Network Service Organizations
Progent's Service Desk and ticketing solution for IT support companies leverages Progent's investments in advanced ticketing technology, an online desktop services team, and a group of geographically distributed subject matter experts. You can use Progent's ticketing system as a secure tenant or Progent can set up communications with your current ticketing system. The features available with Progent's Call Center and ticketing program allow you to expand your support workload, the range of technologies your company can take on, the number of locations you can service, and your hours of availability.

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

  • Progent's remote desktop service group delivers Level 1 end user help with 1-hour SLA to begin work during normal business hours.
  • Normal service times are 5am to 7pm Pacific Standard Time, five days a week.
  • Extended support is available at extra cost.
  • Optional onsite service in major metro areas is available across the US at additional cost.
  • You retain complete control of your customers and invoicing.
  • Your clients submit incident reports via your custom branded Internet portal, a toll-free number, or by sending a request to your specified mailbox.
  • Every end user request automatically becomes an open request in the ticket system.
  • Tickets can be tracked and updated remotely until resolution.
  • Optional transfer of Level 2 and Level 3 issues to Progent's or to your subject matter experts.
To see more information on Progent's Service Desk and ticketing outsourcing solution, go to Help Desk and ticketing services for small businesses.

Progent's Consulting for Network Service Providers
Progent's consulting for network service providers allows your support team to become a sole point of contact for virtually all technical expertise your clients may require. You can build your team and strategic in-house competencies at your own pace without being forced to say no to new business due to a gap in expertise or a shortage of bandwidth.

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

  • Transparent Support: Progent acts as a seamless extension of your internal support team, under your direction, and bills you rather than your customer.
  • By-the-Minute Billing: Progent charges by the minute to reign in expenses.
  • Extensive Service Reporting: Progent utilizes an advanced service documentation platform to make sure all services delivered are fully documented. This makes it easy for you to transfer account assignments to in-house consultants when you have enough people and appropriate skill sets.
Top benefits of Progent's Reseller Program for Network Service Firms include:
  • Safely Expand Your Service Business: You can easily and safely take on additional jobs beyond your core fields of expertise and open additional territories without the risks involved with expanding your head count too rapidly.
  • Re-enforce Your Name: You can improve your mind share as a comprehensive network support firm by offering more services to more clients under your own brand.
  • Flesh Out Your Services Catalog: Progent can provide world-class support in a broad range of IT disciplines and can be a reliable resource for expanding your IT service business.
  • Rapid Escalation: With a large team of top-level IT experts available, Progent can escalate quickly from Tier 1 to Tier 3 services so even the toughest problems can be handled promptly.
  • Keep Your Clients Happy: Happy clients stick. By joining with Progent, you can continue delivering solutions without ever requiring clients to seek expertise outside the fold.
  • Remote Support Professionals: For two decades, Progent has provided online network support from Help Desk support to advanced consulting. Effective online support saves money while delivering fast solutions.
  • Major Industry Certifications: Progentís engineers hold top certifications from Microsoft, Cisco, Apple, VMware, Juniper, Palo Alto Networks, and other leading technology companies. Progent's cybersecurity experts hold top certifications including CISSP-ISSAP, CISA, and CRISC. Learn more details about Progent's industry certifications.
For a printable PDF datasheet about Progent's program for providing Progent's IT services under your own name, download Progent's Reseller Program for Network Service Firms.

Progent's Practice Areas for Durham, North Carolina Businesses
Progent's seasoned team of certified consultants offers Durham, North Carolina businesses a wide range of remote consulting and debugging services. Areas of expertise covered under Progent's reseller program for IT service organizations include:

Find Out More About Progent's Consulting Program for IT Service Firms in Durham, North Carolina
To learn more information about Progent's consulting program for network service organizations in Durham, North Carolina, call 1-800-993-9400 or refer to Contact Progent.