Progent's Co-managed Help Desk Service
Outsourced and Shared Call Desk ServicesProgent's Shared Help Desk service is designed for organizations with between 50 and 500 users and permits your information technology group to divide responsibilities for support services transparently between your internal network support staff and Progent's nationwide roster of certified IT support engineers and subject matter experts. Progent's Co-managed Help Desk service is a collaborative IT support solution built around ConnectWise Manage, the industry-leading Professional Services Automation (PSA) tool for administering IT support requests, generating trouble tickets, assigning responsibility, tracking status, and generating management reports. The cost for Level 1 IT support for Progent's Shared Help Desk service averages under $18/user/month.

Progent's Co-managed Service Desk offers a transparent supplement to your internal support organization. End user interaction with the Service Desk, delivery of technical assistance, issue escalation, trouble ticket generation and tracking, performance metrics, and maintenance of the support database are consistent whether incidents are taken care of by your corporate IT support group, by Progent, or both. All client service calls are ranked as Level 1, 2 or 3 incidents. Progent focuses on whatever support levels you specify (usually Levels 1 and 3). Original service requests are assigned either to your internal network support staff or to Progent's Technical Response Center (TRC), depending on your requirements. Level 2 or 3 incidents can be promoted to Progent's Experts Team of subject matter experts (SMEs). The escalation activity is transparent to your clients. You have complete versatility to extend or shrink your share of technical support activity as needed. Progent provides startup installation and onboarding of the professional services PSA software plus documentation, testing and education.

Progent's Help Desk Ticketing Solution

A shared ticketing system follows issues throughout the entire trouble ticket lifecycle

Progent's Technical Response Center (TRC)
Progent's Technical Response Center (TRC) has been providing online IT support for more than two decades and serves active customers in each state in the U.S. (see Progent's client testimonials.) The TRC provides the team of certified desktop technicians who can handle Level 1 issues, which make up the majority of Service Desk support calls. The TRC, like Progent's Experts Team, uses the ConnectWise Manage professional services automation (PSA) software platform to streamline ticketing, status tracking, responsibility delegation, problem escalation and reporting. This prevents tickets from being ignored and gives clients continual visibility of all services provided. The TRC targets 90% live answer rate and allows Progent's Shared Help Desk program to offer a 60-minute service-level agreement (SLA). Service times are 5am to 7pm PST on normal work days. Extended hours and on-premises support are available at extra cost. For more details about Progent's Technical Response Center, refer to Progent's TRC Customer Commitment.

Definition of Service Levels
Progent offers three distinct levels of online IT help, which are equivalent to industry-standard Tier 1 to Tier 3 service. You can select which support levels will be provided wholly or in part by Progent and your internal service group. The size and scope of Progent's team of subject matter experts enables rapid and effective ticket escalation and permits you to rely on Progent as a one-stop source for the majority of support problems at any Tier. In addition, Progent's practice of knowledge transfer allows key service issues to migrate from higher to lower Tiers as resolution workflows become recorded and standardized so they can be performed by less knowledgeable and lower-cost service staff.

Service levels are described as:

  • Level 1 Support: Filters Help Desk calls and provides basic IT support and troubleshooting, like password resets, printer set up, break/fix procedures, ticket routing and escalation to Level 2 and Level 3 support. A Level 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve the problem. Level 1 support may also include support for familiar Level 2 or Level 3 issues where mitigation solutions have already been recorded.
  • Level 2 Support: Generally handles break/fix, setup problems, debugging, software deployment, and hardware fixes such as in-house fixes or orchestrating depot services. This Level involves escalated problems that Level 1 personnel are not qualified to handle. Level support will sometimes migrate to Level 3, based on the issue and the way the Help Desk is structured.
  • Level 3 Support: Troubleshooting, setup, DBA, and fixes or updates for server, cloud integration, messaging, collaboration, and common integration problems. Besides having the ability to find fixes to new problems, a Level 3 consultant typically has the most real-world experience.
Sample of a Ticket Lifecycle
A common example of a trouble ticket lifecycle is the situation where you want Progent's Technical Response Center to triage all support calls. In this scenario, Progent may be responsible for dealing directly with all the Level 1 issues your clients report. Progent can promote the remaining issues to your internal support staff. Your internal network support team would address the Level 2 incidents they have the skills and bandwidth to resolve and promote any residual requests to Progent's Level 3 Experts Team.

Example Ticket Lifecycle

Progent's Shared Help Desk Ticketing Support

Tickets can flow transparently across Progent's Technical Response Center, your internal support group, and Progent's SME Team

This particular deployment of Progent's Co-managed Help Desk Service has a 4-phase trouble ticket lifecycle:

  1. Your employees initiate requests through the browser-based support, a dedicated phone number, or by sending an email to a designated email address. This immediately becomes an open request in the ticket system.
  2. Progent's Technical Response Center (TRC) gets the ticket request and determines if it will be serviced or escalated to your internal Help Desk.
  3. Your Service Desk receives the forwarded open request and decides the appropriate means to resolve the problem. If necessary, your Service Desk can in turn send the open request back to Progent for resolution by Progent's Experts Team.
  4. Progent receives the updated ticket request, selects the most appropriate subject matter exert from the Experts Team, and assigns the chosen subject matter exert to co-operate with your support group until the issue is fixed or closed.
It is important to note that all support teams that handle the ticket can examine and edit the information, and the ticket system automatically notifies your end users about updates to the status of a ticket. Because of the thorough, collaborative documentation workflows inherent in the ticketing system, repeat technical problems that initially call for advanced expertise can eventually move to a lower service level for quicker and less expensive remediation.

Highlights of Progent's Help Desk Service
Top aspects of Progent's Co-managed Service Desk program include:

  • Pooled desktop help from Progent's Technical Response Center (TRC) team
  • Level 1 remote help available 5 days a week, 5am-7pm PST, 60 Minute SLA
  • Discounted per-hour support rate and per-minute granularity for Tier 1 desktop support for clients
  • Average cost of Level 1 support is around $18 montly per user
  • Level 2 and Level 3 help from Progent SME provided as an option at Progent's normal consulting fees
  • De-escalation allows issues that at first require Level 2 or 3 support to move to a lower, less costly Tier after procedures are documented
  • StreamlineIT includes a full version of ConnectWise Manage PSA software with secure multi-tenant support
Details of Progent's Co-managed Service Desk Support Program
Progent's Co-managed Help Desk support program is intended to offer a flexible, co-operative call center solution for medium-size organizations. Details of these services, with Progent responsible for Level 1 desktop support, include:
  • Available only in USA and US territories
  • One-time setup fee dependent on complexity of the deployment
  • Beginning day one, you are assigned by Progent a Technical Resource Center (TRC) Coordinator and a TRC Service Lead to resource, assign and communicate with your team and your clients. The TRC Service Lead will work closely with you to develop a What Goes Where document to help transparently escalate tickets to your team or de-escalate back to Progent's team of engineers.
  • Live Answer of inbound service calls to Progent Technical Response Center (TRC) with a target of 90% Live Answer of all requests
  • After determining if server or networking support is required, some service requests will be passed to Level 2 or Level 3 support
  • All support requiring Level 2 or 3 service will be handled by a Progent expert after receiving your approval
  • 1 hour SLA for Level 1 desktop support in most cases
  • Level 1 Service is for your client users and applies to Windows-based computers and Apple systems
  • Progent Level 2 or 3 support will be provided at standard hourly consulting rates
  • Progent will provide resources - Technical Response Center (TRC) desktop specialists during standard hours, Level 2 and Level 3 as needed
  • Progent will provide a phone number and email mailbox for inbound support calls
  • Free Remote Control agent with screen sharing for streamlined IT support
  • Free ProSight IT Asset Management system for professional network documentation management
  • All Level 1 remote service is billed at a special hourly rate with per-minute granularity
  • All Level 1 support is performed online, no onsite work included
  • All onsite support will be billed at standard hourly consulting rates
  • All onsite support will have an additional fixed charge plus any documented travel expenses
  • All travel expense estimates will be provided and require client agreement before support services or travel will be performed
  • Contracted projects and distinct Statements of Work (SoWs) will include their own estimates and costs stated and will be undertaken only after approval by client
Phased Onboarding
Progent's non-disruptive deployment procedure permits your organization to move smoothly to a co-managed Service Desk and an advanced ticketing and reporting solution. Major steps in the deployment procedure for Progent's Shared Service Desk include:

First Phase

  • Create your personalized Help Desk experience, including your internal team, locations, and user data
  • Progent will work with your support team to analyze current incoming service calls
  • Configure your incoming support request system to include a mailbox, software agents, and a dedicated phone number
Next Steps
  • Progent provides trouble ticket management education for your support team
  • Jointly create basic workflow and ticket escalation procedures
  • Integrate all your groups and assets that will provide IT support
  • Develop the announcement message and promotion of the new Help Desk solution
  • Designate a specific location or small groups to onboard initially
  • Integrate more users into the solution at a workable pace
Tuning
  • Review reports and system configuration for efficient data and workflow
  • Add additional reports or fields required to improve the detection or tracking of frequently seen issues
  • Identify pivotal information that might enable a better resolution percentage for Level 1 service requests
Go Live
  • All clients have been introduced to the service system and can access it
  • All relevant client and equipment data is populated in the service system
  • You can exchange and manage tickets transparently between your in-house support group and Progent
  • You are able to track service performance
Benefits of Progent's Shared Service Desk
Progent's Shared Service Desk delivers an array of advantages that enable businesses to provide end users fast and effective IT services while simultaneously trimming expenses and reducing administrative hassle. Advantages of Progent's Co-managed Service Desk include:
  • Keep total control over your IT service issues: you choose what tickets are escalated to Progent's support desk or handled by your in-house support team.
  • Fast access to supplemental IT service professionals when you need them: Progent's professional services automation (PSA) software programmatically distributes internal trouble tickets or allows you manually escalate to Progent's Technical Response Center.
  • Productivity: Progent's Call Desk experts will analyze your inbound service requests and identify additional data that would promote an improved success rate for common Level 1 issues. Progent's consultants can also help you with tag management to expedite problem resolution.
  • Seamlessness: Progent's Co-managed Help Desk works as a virtual extension of your internal support desk with unified ticketing and reporting so no ticket falls between the cracks.
  • Contented employees: Users have the ability to track the progress and status of their IT service requests quickly and easily.
  • Management insight: You benefit from the metrics, accountability, and performance reporting of an advanced PSA system to assist you to create a custom-designed Call Center environment that provides top business value.
  • Focus on your strategic business activities, not IT support calls and disgruntled end-users: Your IT managers escape being bogged down handling day-to-day service requests.
For a cost comparison of Help Desk outsourcing vs. maintaining an internal Help Desk, visit outsourced and co-sourced IT Call Desk advantages.

Download Progent's White Paper: Is Co-managed IT a Good Idea?
Though having a self-sufficient local IT staff can be a burden from the cost standpoint, many businesses opt for that strategy since it allows more flexibility with their network management. But did you realize that your organization can still reap the benefits of a managed IT services provider within the shared IT support model. Adopting the shared services model enables your business to keep in control over your network infrastructure while augmenting your in-house IT services team simply and affordably.

To learn more, check out our white paper: Is co-managed IT a good idea? (PDF - 632 KB).

Download Progent's Co-managed Service Desk Datasheet
To download a one-page datasheet in PDF format describing Progent's Co-managed Help Desk, see:
Progent's Co-managed Service Desk Datasheet. (PDF - 108 KB)

Complementary Services
Progent has developed the ProSight suite of remote monitoring and management (RMM) services to streamline vital activities associated with network administration, cybersecurity and maintenance. Any of these services can be integrated with Progent's Shared Call Desk service by deploying agent software on machines to be monitored and managed. Alerts sent by these agents can be routed automatically to Progent's Technical Response Center (TRC), managed via the ticketing and monitoring platform, and categorized for Level 1, 2 or 3 support.

Examples of ProSight Remote Monitoring and Management packages include:

  • ProSight Email Guard: Email Content Filtering, Spam Blocking and Data Leakage Defense:
    ProSight Email Guard Content Filtering ConsultantsProSight Email Guard is Progent's spam and virus filtering service that incorporates the technology of leading data security vendors to provide centralized control and comprehensive protection for your email traffic. The powerful structure of Progent's Email Guard managed service combines cloud-based filtering with an on-premises gateway device to provide advanced defense against spam, viruses, Denial of Service (DoS) Attacks, Directory Harvest Attacks (DHAs), and other email-borne malware. The cloud filter acts as a first line of defense and keeps most unwanted email from making it to your network firewall. This reduces your exposure to external attacks and saves system bandwidth and storage space. Email Guard's on-premises gateway device provides a further level of inspection for inbound email. For outbound email, the on-premises security gateway provides anti-virus and anti-spam filtering, policy-based Data Loss Prevention, and email encryption. The onsite gateway can also assist Exchange Server to track and protect internal email traffic that originates and ends within your security perimeter. For more information, visit ProSight Email Guard spam and content filtering.

  • ProSight Active Security Monitoring (ASM): Behavior-based Threat Scanning and Ransomware Defense:
    ProSight Active Security Monitoring ConsultantsProSight Active Security Monitoring (ASM) is an endpoint protection solution that utilizes cutting edge behavior-based machine learning tools from SentinelOne to defend physical and virtual endpoints against modern malware assaults like ransomware and email phishing, which routinely escape legacy signature-based anti-virus products. ProSight ASM protects local and cloud resources and offers a single platform to manage the entire threat lifecycle including protection, detection, containment, cleanup, and forensics. Key features include one-click rollback with Windows Volume Shadow Copy Service and real-time system-wide immunization against new threats. Progent is a SentinelOne Partner, reseller, and integrator. Read more about Progent's ProSight Active Security Monitoring (ASM) endpoint protection and ransomware defense with SentinelOne technology.

  • ProSight Data Protection Services: Cloud Backup and Disaster Recovery:
    ProSight DPS Backup and Disaster Recovery ConsultantsProgent has worked with leading backup/restore technology vendors to produce ProSight Data Protection Services (DPS), a selection of subscription-based offerings that deliver backup-as-a-service (BaaS). All ProSight DPS products automate and monitor your backup processes and allow transparent backup and rapid restoration of important files, applications, images, plus Hyper-V and VMware virtual machines. ProSight DPS helps you protect against data loss caused by hardware breakdown, natural disasters, fire, cyber attacks such as ransomware, human mistakes, malicious insiders, or software glitches. Managed services in the ProSight DPS family include ProSight DPS Altaro VM Backup, ProSight 365 Total Backup (formerly Altaro Office 365 Backup), ProSight ECHO Backup using Barracuda purpose-built storage, and ProSight DPS MSP360 Cloud and On-prem Backup. Your Progent consultant can assist you to determine which of these managed backup services are most appropriate for your IT environment.

  • Patch Management: Software/Firmware Update Management Services:
    Patch Management ServicesProgent's managed services for software and firmware patch management provide organizations of any size a flexible and cost-effective solution for assessing, testing, scheduling, implementing, and documenting software and firmware updates to your dynamic IT network. In addition to maximizing the protection and functionality of your computer environment, Progent's patch management services permit your IT staff to focus on more strategic initiatives and activities that derive maximum business value from your information network. Find out more about Progent's patch management support services.

  • ProSight Duo Multi-Factor Authentication: ID Confirmation, Endpoint Policy Enforcement, and Secure Single Sign-on:
    Duo MFA ConsultantsProgent's Duo MFA services utilize Cisco's Duo cloud technology to protect against stolen passwords through the use of two-factor authentication. Duo supports one-tap identity verification on Apple iOS, Google Android, and other out-of-band devices. With 2FA, whenever you log into a secured online account and enter your password you are asked to confirm who you are on a unit that only you have and that is accessed using a separate network channel. A wide selection of devices can be used as this second means of ID validation such as an iPhone or Android or watch, a hardware/software token, a landline phone, etc. You may designate multiple validation devices. For more information about ProSight Duo two-factor identity authentication services, see Duo MFA two-factor authentication services.
Why Choose Progent?
As a Microsoft Gold-Certified Partner, Progent offers your users fast and convenient access to a proven Call Desk team able to deliver IT help. Progent offers decades of background delivering remote support for networks built on Microsoft products. Progent's emphasis is on giving the Help Desk a positive image as a major contributor to your company's success. Progent attempts to resolve rather than merely track issues, and Progent's target for established clients is to fix at least 80% of Call Desk service requests on the initial call. First-call success is a key driver in lowering Service Desk costs, enhancing the image of the IT staff overall and the Service Desk in particular, and raising end-user productivity and satisfaction.

How to Get Started with Progent's Co-managed IT Contact Center Support
To learn more about Progent's Shared Network Call Center Services, phone 800-993-9400 or see Contact Progent.



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    Exchange Servers and Macintosh workstations can work together efficiently. Progent's Apple and Microsoft certified experts can help you set up Microsoft Entourage and Microsoft Exchange Server so your Mac users can work closely with colleagues who run Outlook. With Microsoft Exchange and Entourage 2008 for Mac, Exchange and Mac systems can collaborate, enabling Mac users to receive and send email, search the Exchange global address list, import addresses, synchronize calendars, and alert fellow workers to conferences with your Microsoft Exchange account. Progent will verify that your Microsoft Server is properly configured and that WebDAV and Outlook Web connectivity are working. Progent also can provide specialized onsite Entourage education.

  • Toledo, Lucas County CISSP Security Certification Security Firewall Network Install Lucas County

  • Dynamics GP 2015 Security Consulting Services
    Consulting Dynamics GP 2015 R2 Troubleshooting

    Microsoft Dynamics GP 2015 R2 features a new design that enhances cloud integration, supports the most popular smart phones and tablets, permits one-time sign-on with Azure Active Directory, and tightens security. Dynamics 2015 R2 also simplifies reporting, incorporates nine new Workflows, expands the Web Client, and adds more than 100 improvements to its library of applications. Progent's Microsoft-certified and Cisco-certified consultants offer the broad knowledge and experience to resolve the many technical and business issues involved with deploying and managing Microsoft Dynamics GP 2015 R2 and can help you to perform a smooth migration that will optimize the business value of your investment in this mission-critical platform.

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  • Virginia Beach South Hampton Roads At Home Workers Consultants near me in Virginia Beach - Integration Expertise Work from Home Employees Virginia Beach Expertise - Set up Guidance Virginia Beach Norfolk Newport News
  • Windows Server 2016 Migration Troubleshooting Technology Consulting Windows Server 2016 VM Load Balancing
  • Work at Home Employees Guidance - Reston - Solutions Guidance Reston-Fairfax, VA Reston-Ashburn, United States Teleworkers Reston Consulting Services - Solutions Guidance

  • Development Firm Amazon SQS
    Amazon AWS cloud services integration Programming Firm

    Progent offers cost-effective online consulting to assist businesses of any size to integrate Amazon AWS cloud services such as Amazon EC2 for virtual machine hosting, Amazon S3, and Glacier. Progent can help your IT team with every phase of Amazon AWS integration including needs analysis, preparedness evaluation, architectural design, pilot testing, configuration, centralized administration, performance optimization, licensing management, disaster recovery solutions, and security and compliance.

  • Work at Home Employees Southlake Guidance - Conferencing Technology Consulting Southlake-Grand Prairie, Texas Telecommuters Southlake Consulting - Video Conferencing Systems Consulting and Support Services
  • Work from Home Employees Baton Rouge Consulting and Support Services - VoIP Technology Consultants 24-7 Offsite Workforce Baton Rouge Consulting - IP Voice Systems Expertise
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  • Wireless AP Technology Consulting
    Aironet 3700 Access Point Help and Support

    Progent's Cisco-certified wireless technology experts can assist you to configure, manage, and debug Cisco Wi-Fi products such as Aironet and Meraki 802.11ac wireless access points (APs) plus Cisco's Wireless Network Controllers.

  • Zero Trust Security Onsite Technical Support 24x7 MFA and Single Sign-on Computer Consultant
  • ransomware cleanup and restore Consultants WannaCry ransomware recovery Consulting Services

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