Progent's Consulting Expertise, Help Desk, and Ticketing for IT Service Organizations in Durham
ProgentProgent's consulting support for network service organizations in Durham North Carolina enables you to provide your customers Progent's consulting expertise and Help Desk Call Center support under your company's brand as a transparent supplement to your in-house network support team. These services can put you on the fast track to grow your revenue, fill out your service catalog, create happy clients, and increase your bottom line.

Progent's team of network infrastructure engineers, desktop support specialists, network administrators, and data security professionals have worked as seamless expansions to the IT groups of some of the world's biggest IT support firms. Progent's breadth and depth of expertise enables you to broaden the scope of your IT service practice, and Progent's transparency helps you strengthen and preserve your company's brand.

Progent is a network support company with two decades of background delivering remote expertise to small and middle-size organizations. Progent is a Microsoft Partner and has one of the largest teams of Cisco-certified CCIE network experts of any private IT support firm in the world. Progent has provided online technical support and advanced consulting to clients in every state in the U.S. (See recommendations from Progent's clients.)

Using Progent's Support Services With Your Branding
Progent's reseller program for IT service providers features seamless resale to your clients of world-class IT services. Progent bills your firm exclusively and performs under your instructions to provide your clients support services under your branding. Also, Progent offers an affordable Extended Hours Support Program for customers who need access to 24x7 support.

Help Desk and Ticketing for Network Service Organizations
Ticketing is fundamental to an effective Help Desk. But modern ticketing platforms are not only expensive to acquire and staff, but challenging to configure and maintain. Small or niche IT support firms rarely have the necessary resources. Progent's Service Desk and ticketing program gives IT support firms an affordable way to keep their own branding while providing their clients responsive desktop support backed by an advanced ticketing platform and supplemented by fast escalation to subject matter experts.

Features of Progent's Help Desk and Ticketing Solution for IT Service Providers
Progent's Service Desk and ticketing program for IT support organizations leverages Progent's investments in advanced ticketing technology, an online desktop support staff, and a network of geographically distributed subject matter experts. You can utilize Progent's ticketing platform exclusively or Progent can establish data interchange with your current ticketing system. The features offered with Progent's Service Desk and ticketing program allow your IT service firm to increase your physical and virtual support volume, the diversity of technical issues your company can handle, the number of geographies you can service, and your hours of availability.

Key features of Progent's Call Center and ticketing solution for IT service firms include:

  • Progent's online desktop service group provides Level 1 end user assistance with 1-hour SLA to begin work during standard business hours.
  • Normal support hours are 5am to 7pm Pacific Standard Time (PST), five days per week.
  • Extended hours support is available at extra cost.
  • Optional on-premises support in major metros is offered across the US at extra cost.
  • You have complete control of your customers and billing.
  • Your customers enter service requests through your branded web portal, a toll-free number, or by sending a request to your assigned email address.
  • Every end user 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 issues to Progent's or to your SMEs.
For more details about Progent's Call Center and ticketing outsourcing program, see Help Desk and ticketing services for small businesses.

Progent's Consulting for Network Service Firms
Progent's consulting for network service firms allows you to act as a single point of contact for virtually all IT expertise your customers may require. You can grow your staff and core IT skills at your own pace without being forced to say no to opportunities owing to a lack of expertise or a shortage of bandwidth.

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

  • Transparent Service Delivery: Progent works as a seamless extension of your in-house IT service group, responding to your direction, and invoices your firm rather than your client.
  • By-the-Minute Billing: Progent charges by the minute to minimize expenses.
  • Detailed Service Reporting: Progent uses an advanced reporting platform to ensure that all IT services delivered are fully described. This makes it easy for your IT support organization to shift service responsibilities to internal personnel once you have sufficient staff and relevant skill sets.
Major advantages of Progent's Reseller Program for Network Service Providers include:
  • Safely Grow Your IT Support Business: You can easily and safely take on more jobs beyond your core areas of excellence and open new geographies without assuming the risks associated with increasing your full-time staff too rapidly.
  • Re-enforce Your Brand: You can improve your mind share as a comprehensive IT support firm by delivering more solutions to more customers under your own brand.
  • Flesh Out Your Services Catalog: Progent can provide world-class support in a wide range of IT disciplines and can act as a dependable resource for expanding your IT service business.
  • Rapid Problem Escalation: Thanks to a sizable roster of senior technology experts available, Progent can transition quickly from Tier 1 to Tier 3 support so even the most challenging problems can be handled fast.
  • Make Your Clients Satisfied: Happy clients keep coming back. By teaming with Progent, you can keep making your customers successful without ever requiring clients to look for expertise outside the fold.
  • Remote Support Professionals: For two decades, Progent has provided online network support from Call Center support to advanced consulting. Efficient online service cuts costs while delivering quick solutions.
  • Advanced Industry Certifications: Progent's IT experts hold advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Juniper, Palo Alto Networks, and other leading vendors. Progent's cybersecurity consultants have earned top certifications including ISSAP, CISM, and GIAC. Learn more about Progent's industry certifications.
To read or download a printable PDF datasheet describing Progent's program for providing Progent's IT support under your own brand, download Progent's Reseller Program for IT Service Providers.

Progent's Practice Areas for Durham, North Carolina Organizations
Progent's seasoned roster of certified consultants can deliver Durham, North Carolina companies a wide range of remote consulting and debugging services. Practice areas covered under Progent's consulting program for network service providers include:

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