Help Desk Call Center: Full-service, Co-managed and Consulting Expertise
Overview of Progent's Help Desk Services
In most IT environments, only a small percentage of Help Desk service requests are resolved on the first call. Consequently, clients rarely have a positive image of Help Desks. Progent's nationwide online remote support team is modeled on Progent's proven concept of the Help Desk as a solutions-driven group of service professionals who combine the expertise and efficiency of certified engineers with the tracking and reporting advantages of modern Help Desk technology. Whether your business wants immediate, one-time access to urgent online support, a dependable ongoing Help Desk service provider, a transparent extension of your in-house Help Desk, or consulting expertise for creating or improving your own Help Desk, Progent can provide a cost-effective solution.
Progent's Help Desk services and consulting expertise cover four areas of network support and management and are intended to address the needs of businesses of any size from small offices to large enterprises:
The Help Desk Model for IT Service Delivery
Progent's IT technical support services are based on a proven Help Desk model refined during more than 20 years of providing online assistance and troubleshooting to businesses nationwide. Progent's Help Desk service delivery model gives small businesses an alternative to reliance on freelance consultants by offering the broad and in-depth technical expertise and consistency of service of a large support organization, plus the real-time ticket tracking, accountability and reporting of a well-managed Help Desk built on the industry's most advanced professional services automation (PSA) tools. Find out more about Progent's Help Desk Model for IT Support.
Help Desk Service for Small Businesses
Progent's Help Desk Services for Small Businesses are intended for companies with few if any in-house IT personnel and who need the on-demand availability of a professional Help Desk with effective phone support and the ability to escalate problems. By utilizing Progent's full-service Help Desk, small businesses save money and administrative hassle and benefit from enterprise-class phone support and online troubleshooting. Find out more about Progent's Help Desk Service for Small Businesses.
Co-managed Help Desk Services
Progent's Co-managed Help Desk service is a collaborative support solution based on the leading shared PSA tool for incident request, ticketing, tracking, ownership assignment, metrics and reporting. Progent's Co-managed Help Desk service is designed for businesses with between 50 and 500 end users and allows IT organizations to split responsibilities for Help Desk services transparently between their in-house IT staff and Progent's nationwide pool of technical support experts. Support responsibilities are based on Level 1, 2 or 3 incidents. Progent handles a specified service level or levels (typically Level 1 and Level 3), and service requests as well as escalation are dependent on client approval and transparent to end users. Progent provides licensing, training, and pre-approved escalation management. Find out more about Progent's Co-managed Help Desk Services.
Help Desk Outsourcing: Cost and Productivity Benefits
Progent's Help Desk Call Center outsourcing and co-sourcing services deliver major business value in comparison to managing a Help Desk staffed by internal personnel. Many of the benefits of outsourcing your Help Desk, such as increased computer availability, have clear productivity advantages but are difficult to quantify in dollars and cents. Other areas, such as salaries for in-house staff vs. the per-minute pricing of Progent's support services, can be deceptive at first glance. This discussion explains some of the key cost and productivity issues related to choosing an in-house or an outsourced/co-sourced Help Desk. Learn about the cost benefits of Progent's Help Desk outsourcing services.
Help Desk Consulting and Staffing Services
Progent's Help Desk Consulting Services can assist you in building an effective new Help Desk or improving your current one, selecting or customizing Help Desk software to meet the special needs of your business, or adding temporary staff to supplement your internal Help Desk resources during high-demand events such as migrations or upgrades. Find out more about Progent's Help Desk Consulting and Staffing Services.
Why Choose Progent?
Progent is a Microsoft-Certified Partner and Progent's Help Desk staff of Microsoft and Cisco certified experts gives your customers easy access to a dependable technical resource with years of experience providing phone support and remote access troubleshooting for networks based on Microsoft technology. Progent's focus is on giving the Help Desk a positive image as a solid contributor to company performance. Progent's goal is to resolve rather than merely report problems. Progent's target for long-term clients is to exceed 80% first-call resolution. First-call resolution is a significant factor in reducing the average cost of Help Desk calls, improving the image of IT generally and the Help Desk specifically, and improving user productivity and satisfaction.
How to Get Started with Progent's Help Desk Call Center
To find out how Progent's Help Desk Services can help your company, call
If you are not currently a client of Progent and you are in urgent need of online technical support, you can request immediate help now by visiting Progent's Technical Response Center Sign-up page.
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Remote Duo MFA and Single Sign-on (SSO) Network Consulting
24/7/365 Specialist Duo Identity Authentication
Progent's Duo managed services utilize Cisco's Duo technology to defend against compromised passwords by using two-factor authentication (2FA). Duo enables single-tap identity verification with Apple iOS, Android, and other personal devices.
Top Rated System Center MOM Consultant Services
Remote Monitoring and Reporting Remote Support
Small to middle size businesses can now get all the benefits of System Center Operations Manager and also have quick access to Progent's Microsoft certified network support experts. With Progent's affordably priced network support programs, mid-size businesses can select a simple co-sourcing service program built around Operations Manager 2007 with network monitoring, reporting, Help Desk and remote troubleshooting or a complete 24x7 outsourcing solution. Progent offers expertise in Microsoft System Center Operations Manager to provide small company information systems world-class availability, security and performance.
Monitoring and Reporting Remote Consulting
Operations Manager Remote Support Services
Medium-size businesses can enjoy all the advantages of Microsoft Operations Manager 2007 and have quick availability of Progent's Microsoft and Cisco Premier network consulting professionals. With Progent's affordably priced IT service packages, mid-size businesses can select a simple co-sourcing package based on Microsoft Operations Manager 2007 with network monitoring, proactive warnings, in-depth system analysis, Help Desk support, and remote troubleshooting. For businesses with mission-critical applications who need non-stop networking, Progent offers a comprehensive 24x7 outsourcing package. Progent supports Microsoft System Center Operations Manager to provide mid-size business information systems world-class reliability, security and productivity.
Microsoft ISA Server Remote Support Services
ISA Server Consultant Services
Progent's certified TMG 2010 and Internet Security and Acceleration Server 2006 consultants can assist you to design, deploy, and manage an implementation of Forefront TMG or ISA Server 2006 on your network that provides the firewall protection, performance and manageability that your company requires.
Windows 10 Pilot Testing Specialists
Emergency Windows 10 Consultant
Progent's Microsoft-certified consultants can help organizations of all sizes to assess Windows 10 or to upgrade to Windows 10 from any older release of Windows. Online and on-premises assessment and upgrade support for Microsoft Windows 10 provided by Progent's experts include ROI analysis, project coordination, application and driver compatibility testing, pilot systems, Hyper-V virtualization architecture, Cloud and hybrid integration, mobile device management and synchronization, teleworker connectivity, data and identity security, streamlined provisioning and management, network infrastructure design, Wi-Fi support, business continuity planning, group and personal training for IT support staff and users, and post-migration Call Center support services.
Altaro VM Backup Cloud Management Computer Consultant
Altaro VM Backup Encryption Support and Setup
Altaro VM Backup from Hornetsecurity offers small and mid-size organizations a reliable and affordable solution for backing up and recovering Microsoft Hyper-V and VMware-powered virtual machines. Altaro VM Backup can be used for on-premises, remote, distributed, and cloud-hosted architectures and also enables low-cost backup to Microsoft Azure storage. Altaro VM Backup defends against ransomware attacks by leveraging Immutable Cloud Storage. This creates tamper-proof data that cannot be modified by any user including root users. Progent is a certified Hornetsecurity/Altaro partner and can provide a broad range of online or on-premises consulting services to assist you to plan, deploy, manage and debug a comprehensive backup and disaster recovery solution based on Altaro VM Backup. With ProSight Data Protection Services Altaro VM Backup, Progent offers a managed backup/recovery service powered by on Altaro VM Backup.
Computer Consulting Telecommute Jobs
24/7 Senior Network Engineer Contract Jobs
Progent wants to find staff-level, solutions-driven Microsoft accredited engineers with MCSE certification; Cisco accredited system engineers who have Cisco CCDP or CCIE certification; security consultants with CISSP or CISM or equivalent security certification; and high-end system architecture consultants with experience in mobile access, wireless connectivity, service continuity, business continuity, information preservation, and virtual servers. Progent also seeks professionals to join our staff of desktop support technicians and off-site troubleshooting professionals. In addition, Progent is looking for talented managers able to operate effectively in our fast-paced, virtual office culture.
Catalyst 4500 Switch Outsourcing
Catalyst Switch VLAN Technical Support Services
Progent's Cisco-certified CCIE experts can assist your business to configure, manage, update, optimize and debug Catalyst switches. Progent can also help you to harden the security of Catalyst switches and move efficiently from legacy switches to modern models.
Microsoft Consultant Telecommuter Job
Cisco CCNP Part-Time Job
Progent is seeking to find staff-level, solutions-driven Microsoft accredited consultants with MCSE certification; Cisco certified system engineers who have Cisco CCNP or CCIE certification; security consultants who have CISSP or CISA or comparable security certification; and high-end system architecture experts with experience in mobile access, wireless connectivity, high availability, disaster recovery, information preservation, and virtual servers. Progent also seeks professionals to join our team of desktop support technicians and remote support professionals. In addition, We are looking for talented managers who can perform productively in our high-growth, virtual office culture.
Email Virus Fingerprint Consult
Biggest Email Outbound Content Filtering Consultancy
Progent's ProSight Email Guard uses the technology of leading information security companies to deliver centralized management and world-class protection for all your inbound and outbound email. The powerful structure of Email Guard integrates cloud-based filtering with an on-premises gateway appliance to offer complete defense against spam, viruses, Denial of Service (DoS) Attacks, Directory Harvest Attacks, and other email-borne threats. The cloud filter acts as a first line of defense and keeps most threats from reaching your security perimeter. This decreases your vulnerability to external attacks and conserves system bandwidth and storage. ProSight Email Guard's onsite gateway device adds a further layer of analysis for incoming email. For outbound email, the onsite gateway provides AV and anti-spam filtering, DLP, and encryption. The on-premises gateway can also assist Exchange Server to track and safeguard internal email traffic that originates and ends within your corporate firewall.
Support Microsoft Exchange 2000 Upgrade
Microsoft Exchange 2000 Upgrade Professionals
Progent is among the most qualified information technology support companies for creating e-mail solutions powered by Exchange 2000. Progent specializes in helping small businesses derive the full advantages of Exchange 2000 under typical scenarios including upgrading from Microsoft Exchange 5.5, moving from an ISP-based or POP3 e-mail system, and using managed services for your Microsoft Exchange 2000 Server administration.
Urgent Intrusion Protection Systems Intrusion Detection
VPN Security Cybersecurity Company
Progent offers small and medium size businesses expert support for Intrusion Protection Systems and IPsec VPN technology from leading firewall and Virtual Private Network security companies such as Check Point Software, Juniper, and Symantec. Progent can show you how to design a detailed security plan and select appropriate products from a variety of vendors to support your security goals while sticking within your budget restraints.
ProSight Network Infrastructure Monitoring On-site Technical Support
ProSight Remote Network Infrastructure Troubleshooting Specialist
ProSight WAN Watch is a network infrastructure monitoring and management service that makes it easy and inexpensive for small and mid-sized businesses to map out, track, optimize and troubleshoot their networking hardware like routers, firewalls, and load balancers plus servers, printers, endpoints and other devices. Incorporating state-of-the-art Remote Monitoring and Management technology, ProSight WAN Watch makes sure that network maps are kept updated, copies and displays the configuration information of almost all devices on your network, tracks performance, and sends alerts when potential issues are discovered. By automating complex network management activities, ProSight WAN Watch can knock hours off ordinary chores like making network diagrams, reconfiguring your network, finding devices that require critical software patches, or isolating performance bottlenecks.
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