Progent's Consulting Expertise, Help Desk, and Ticketing Support for IT Service Organizations in Durham
ProgentProgent's consulting services for network service firms in Durham North Carolina enables you to offer your clients Progent's consulting expertise and Help Desk support under your brand as a transparent extension of your regular network services group. These services can help you grow your revenue, flesh out your service offerings, create happy customers, and increase your bottom line.

Progent's nationwide team of network experts, desktop integration and troubleshooting technicians, network administrators, and data security professionals have acted as transparent expansions to the support groups of some of the country's largest IT support firms. Progent's breadth and depth of expertise allows you to add to the capabilities of your IT support practice, and Progent's close integration with your support team helps you promote and protect your branding.

Progent is a network consulting firm with 20 years of background providing online expertise to small and mid-size organizations. Progent is a Microsoft Certified Partner and has one of the largest groups of Cisco CCIE network engineers of any private computer services firm in the world. Progent has delivered remote IT support and advanced consulting to clients in every state in the country. (Refer to recommendations from Progent's customers.)

Providing Progent's Services Under Your Own Brand
Progent's consulting program for IT service providers offers seamless resale to your clients of professional IT services. Progent bills your firm exclusively and works under your instructions to deliver your clients consulting and support services under your branding. Also, Progent offers a low-cost Extended Hours Support Service for customers who need access to 24x7 technical support.

Help Desk and Ticketing for IT Service Firms
Ticketing is fundamental to an efficient IT Call Center. But modern ticketing platforms are not just expensive to acquire and staff, but difficult to configure and manage. Smaller IT service companies seldom have the required financial or human resources. Progent's Service Desk and ticketing program offers IT support organizations an economical way to retain their company branding while providing their customers responsive desktop support services built around a best-of-breed ticketing platform and reinforced by rapid escalation to subject matter experts.

Key Features of Progent's Help Desk and Ticketing Solution for IT Service Providers
Progent's Help Desk and ticketing program for IT service organizations takes advantage of Progent's investments in highly scalable ticketing technology, an online desktop support team, and a network of geographically distributed subject matter experts (SMEs). You can utilize Progent's ticketing system as a secure tenant or Progent can establish communications with your current ticketing system. The features available with Progent's Help Desk and ticketing program enable your IT service firm to increase your physical and virtual support workload, the range of technical issues your business can take on, the number of geographies you can serve, and your hours of availability.

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

  • Progent's online desktop service team delivers Level 1 end user assistance with 1-hour SLA to begin work during normal work hours.
  • Normal support hours are from 5am to 7pm Pacific Standard Time (PST), five days a week.
  • Extended hours support is available at extra cost.
  • Optional onsite support in major metro areas is available throughout the US at extra cost.
  • You keep full control of your clients and invoicing.
  • Your customers submit requests by means of your custom branded Internet portal, a toll-free number, or by sending an email to your assigned mailbox.
  • Every end user request automatically becomes an open request in the ticket system.
  • Service tickets can be monitored and updated online while they are active.
  • Optional escalation of Level 2 and Level 3 issues to Progent's or to your subject matter experts.
To see additional details on Progent's Service Desk and ticketing outsourcing solution, see Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for IT Service Organizations
Progent's consulting expertise for network service providers allows your support team to become a sole point of contact for practically all IT expertise your customers may require. You can build your team and strategic in-house competencies at your own pace without having to decline opportunities due to a gap in in-house expertise or a shortage of personnel.

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

  • Transparent Support: Progent works as a seamless supplement to your in-house IT service group, under your management, and invoices your firm rather than your client.
  • Granular Billing: Progent bills by the minute to reign in costs.
  • Detailed Service Documentation: Progent uses an enterprise-class service documentation system to ensure that all IT services delivered are fully described. This makes it easy for your IT support organization to transfer account assignments to internal personnel once you have enough people and appropriate skill sets.
Top benefits of Progent's Reseller Program for Network Service Providers include:
  • Safely Expand Your Service Business: You can easily and safely accept more opportunities beyond your main fields of expertise and open additional geographies without assuming the risks associated with expanding your head count too rapidly.
  • Re-enforce Your Brand: You can solidify your positioning as a comprehensive IT support firm by delivering more services to more customers using your own company name.
  • Add to Your IT Support Portfolio: Progent offers world-class support in a wide range of technologies and can be a reliable reservoir of skills for expanding your IT support operations.
  • Fast Problem Escalation: Thanks to a large roster of top-level IT experts ready to help, Progent can transition quickly from Tier 1 to Tier 3 support so even the toughest problems get resolved promptly.
  • Keep Your Customers Happy: Satisfied clients are loyal. By joining with Progent, you can continue delivering solutions without ever requiring clients to seek help from your competitors.
  • Remote Support Professionals: For two decades, Progent has delivered online network support from Help Desk services to high-level consulting. Efficient remote service saves money while delivering fast results.
  • Advanced Certifications: Progent's IT experts have earned top certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, IBM, and other technology leaders. Progent's cybersecurity consultants have earned advanced certifications including CISSP, CISM, and GIAC. Learn more details about Progent's certifications.
For a printable PDF datasheet about Progent's program for providing Progent's IT services under your own brand, download Progent's Reseller Program for IT Service Providers.

Progent's Areas of Expertise for Durham, North Carolina Companies
Progent's veteran roster of certified consultants and technical experts can deliver Durham, North Carolina businesses a broad array of remote technical guidance and troubleshooting expertise. Areas of expertise covered under Progent's reseller program for network service providers include:

Find Out More Details About Progent's Consulting Support for IT Service Firms in Durham, North Carolina
To learn additional details about Progent's reseller support for IT service firms in Durham, North Carolina, call 1-800-993-9400 or refer to Contact Progent.