Progent's Consulting, Help Desk Call Center, and Ticketing for IT Service Firms in Durham
ProgentProgentís consulting services for network service organizations in Durham North Carolina allows you to offer your customers Progent's consulting expertise and Help Desk Call Center support with your brand as a transparent extension of your in-house network services team. This can put you on the fast track to grow your client base, fill out your service catalog, create happy customers, and increase your profits.

Progentís nationwide team of network infrastructure experts, PC support specialists, IT admins, and data security professionals have acted as seamless adjuncts to the support groups of some of the worldís biggest IT support businesses. Progentís breadth and depth of expertise allows you to broaden the capabilities of your IT service practice, and Progentís transparency lets you strengthen and protect your branding.

Progent is an IT support firm with two decades of background providing online consulting services to small and middle-size companies. Progent is a Microsoft Certified Partner and maintains one of the largest groups of Cisco CCIE network engineers of any private IT support company in the world. Progent has delivered online technical support and advanced consulting to clients in every state in the country. (Check out recommendations from Progent's customers.)

Using Progent's Support Services Under Your Own Brand
Progent's consulting program for network service organizations offers seamless resale to your customers of world-class IT services. Progent invoices your firm exclusively and performs under your direction to provide your clients support services under your brand. Also, Progent offers an affordable Off-hours Support Service for customers who need access to 24x7 technical support.

Help Desk Call Center and Ticketing for IT Service Providers
Ticketing is the enabling technology behind a successful service desk. But enterprise-grade ticketing platforms are not just expensive to license and staff, but difficult to set up and manage. Smaller IT service providers do not have the required resources. Progent's Call Center and ticketing solution gives IT service organizations an economical way to keep their own branding while providing their customers responsive desktop support backed by a best-of-breed ticketing platform and supplemented by fast escalation to high-level experts.

Features of Progent's Help Desk and Ticketing Solution for Network Service Organizations
Progent's Call Center and ticketing program for IT service companies leverages Progent's sizable investments in highly scalable ticketing software, a remote desktop services staff, and a group of geographically dispersed subject matter experts. You can utilize Progent's ticketing system exclusively or Progent can set up data interchange with your existing ticketing platform. The standard and optional features offered with Progent's Service Desk and ticketing solution enable your IT service firm to increase your physical and virtual support volume, the range of technical issues your business can handle, the number of {geographies you can serve, and your overall availability.

Key features of Progent's Call Center and ticketing program for IT support organizations include:

  • Progent's remote desktop service staff provides Level 1 end user assistance with 1-hour SLA to commence work during normal business hours.
  • Standard support hours are 5am to 7pm PST, five days per week.
  • Extended support is available at extra cost.
  • Optional onsite support in larger metro areas is available throughout the country at additional cost.
  • You retain complete control of your clients and invoicing.
  • Your customers submit service requests through your own branded web portal, an 800 phone number, or by directing a message to your designated mailbox.
  • Every end user request automatically becomes an open request in the ticket system.
  • Tickets can be monitored and modified online until resolution.
  • Optional escalation of Level 2 and Level 3 problems to Progent's or to your SBEs.
For more information about Progent's Service Desk and ticketing program, go to Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Providers
Progent's consulting for network service organizations allows you to become a single point of contact for practically all IT guidance and troubleshooting your clients may require. You can build your team and strategic in-house competencies at your own pace without having to say no to new business due to a gap in in-house expertise or the absence of personnel.

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

  • Transparent Support: Progent works as a seamless extension of your internal IT service group, responding to your direction, and invoices you rather than your customer.
  • By-the-Minute Billing: Progent bills by the minute to minimize costs.
  • Extensive Service Reporting: Progent utilizes an enterprise-class documentation platform to ensure that all services performed are thoroughly described. This makes it easy for your IT support organization to transfer service responsibilities to internal personnel when you have enough people and relevant skill sets.
Top benefits of Progent's Reseller Program for Network Service Firms include:
  • Safely Grow Your Service Practice: You can easily and safely take on additional jobs outside your core areas of excellence and serve new territories without exposure to the risks involved with expanding your full-time staff too rapidly.
  • Strengthen Your Brand: You can improve your positioning as a comprehensive network service provider by offering more services to more clients under your own company name.
  • Flesh Out Your Services Catalog: Progent can provide top-tier expertise in a broad array of technologies and can act as a dependable reservoir of skills for growing your IT support business.
  • Fast Problem Escalation: With a large team of high-level IT experts available, Progent can transition rapidly from Tier 1 to Tier 3 support so even the most challenging problems get resolved promptly.
  • Make Your Clients Happy: Happy customers stick. By teaming with Progent, you can continue making your customers successful without ever requiring clients to look for expertise outside the fold.
  • Remote Support Experts: For two decades, Progent has provided online network support from Call Center services to advanced consulting. Efficient online service cuts costs and produces quick solutions.
  • Top Industry Certifications: Progentís engineers hold advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Juniper, IBM, and other leading vendors. Progent's cybersecurity consultants hold top certifications including ISSAP, CISA, and GIAC. Learn more about Progent's certifications.
To read or download a printable PDF datasheet describing 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 for Durham, North Carolina Businesses
Progent's veteran roster of certified consultants and technical experts offers Durham, North Carolina companies a wide array of remote technical guidance and troubleshooting services. Areas of expertise offered under Progent's reseller program for IT service providers include:

Find Out More About Progent's Reseller Support for Network Service Providers in Durham, North Carolina
For more information about Progent's consulting support for IT service organizations in Durham, North Carolina, call 1-800-993-9400 or visit Contact Progent.